Senior Product Designer (Customer Success) (f/m/x) - Remote

We're looking for a Senior Product Designer to shape the future of post-purchase experience at refurbed: everything from delivery, to returns, repairs and replacements, to how customers get support when something goes wrong.

Customer service at refurbed is changing fast. We're moving from reactive ticket handling toward a proactive, AI-augmented support experience that customers trust and even enjoy. You'll bring the design perspective to that shift over the next several years, working across a complex space with sellers, carriers, and service partners all playing a role.

This is not a role for polishing individual screens. Day-to-day execution happens within squads you collaborate closely with. Your job is the bigger picture: spotting the big bets worth making, and making sure the experience holds together as one journey.

WHO YOU ARE

• You have 5+ years of experience designing intuitive digital products. You've owned meaningful parts of a product experience, not just contributed screens to someone else's plan.
• You've worked in ambiguous spaces before. You're used to starting small, testing an idea before committing to it, and iterating your way to bigger outcomes rather than waiting for a fully scoped brief.
• You use AI to make your own work sharper and faster. You stay close to the fast-moving AI space, and you actively look for new ways of working that raise the quality and speed of what you produce. This isn't a checkbox skill, it's part of how you operate.
• You've designed across systems or partners you didn't control. Maybe that meant other companies, other teams, or legacy systems you couldn't rebuild. You know how to create something coherent for the user despite that complexity.
• You've challenged an established process or constraint when it got in the way of the customer, and you know which constraints are worth pushing on and which ones you need to work within for now.
• You've used data or research to test your own assumptions, not just to confirm the direction you already wanted to go.
• You've presented and defended design decisions to people who pushed back, and revised your thinking when the feedback was right.
• You've worked closely with product and engineering as an equal partner, not as a downstream design resource waiting for requirements.

Bonus, not a must: experience designing for customer support, post-purchase, or ecommerce. An even bigger bonus: you've designed AI-assisted or conversational product experiences. Few people have, but if you have, we want to talk to you.

Location & eligibility: This role is open to candidates based in Europe (including UK) only with a valid right to work.

WHAT YOU'LL DO

• You shape the end-to-end delivery and post-purchase experience: from tracking and delivery actions customers take themselves, to how issues get resolved (returns, replacements, repairs) and how support works when a customer needs help.
• You own the UX of our AI-augmented support experience: the look, feel, and end-to-end experience across conversational and human touchpoints, as our support model evolves over the next several years.
• You help decide which problems in this space are worth solving next, backed by evidence and real customer understanding, rather than picking up pre-scoped tickets.
• You work closely with peers across squads to keep the experience coherent. Different teams own different parts of this journey. You make sure it still feels like one relationship with refurbed from the customer's side.
• You shape how customers, sellers, carriers, and service partners interact within the experience, balancing customer needs with what's realistic for each partner to deliver.