Food Waste Reduction Specialist

About Food Waste Reduction

Winnow is a pioneering technology company dedicated to addressing the global issue of food waste. Our mission is to empower commercial kitchens to reduce their waste and increase efficiency, while also providing a platform for our customers to achieve their sustainability goals.

We are seeking a skilled Product Owner to join our team in Cluj-Napoca, Romania. As a Product Owner, you will play a key role in driving the development of our Support team's processes and tools, ensuring that we provide exceptional support to our customers.

Key ResponsibilitiesKnowledge Management & Documentation

• Create and maintain a comprehensive knowledge base (KB) for L1 and L2 support agents.
• Update and version Winnow's Product Manuals in collaboration with engineering and product teams.
• Write and refine internal SOPs for diagnostics, installation, and troubleshooting processes.
• Write customer-facing help articles.

Support Process Improvement

• Analyze support ticket trends to identify bottlenecks and repetitive issues.
• Collaborate with L1/L2 teams to map out and improve existing troubleshooting workflows.
• Help define and regularly report to the business on SLAs/KPIs and create visual guides or playbooks where needed.

Technical Insights & Tooling Evaluation

• Identify opportunities to improve internal support tooling (e.g., Agentic AI, proactive fleet monitoring).
• Recommend, secure buy-in, and lead adoption of new tools or automations that improve the Support team's efficiency.

Influence Product Development

• Maintain a backlog of feature suggestions driven by Support data.
• Work with Product Managers to prioritize fixes or features that would reduce inbound support volume.
• Ensure these suggestions are documented and aligned with user pain points.

Requirements

You'll excel in this role if you have:

• 2+ years in product ownership/management, business analysis, technical writing, support operations, product documentation, or customer experience enablement.
• Strong written communication in English.
• Strong analytical and problem-solving skills, enabling you to observe, diagnose, and redesign processes
• Highly communicative in all aspects, able to bring others along on a journey of change
• Able to manage and prioritise multiple concurrent change projects, engaging help from others to succeed
• A proactive, get-stuff-done nature; you don't need to be micromanaged and will be driven to add value every day and see things through to completion.
• Experience using tools such as Zendesk, Confluence, Google Workspace, or similar platforms.
• Ability to translate technical concepts into user-friendly guides.
• Basic familiarity with IoT systems, hardware/software troubleshooting, or support diagnostics (a plus).

Bonus point for:

• Previous experience working with a B2B hardware/software product.
• Familiarity with Agentic AI, Balena, Linux command line tools, or network diagnostics.
• Experience with Agile workflows or roadmapping platforms (e.g., Jira, Productboard).

Benefits

• Competitive salary. 
• Meal tickets - 35 RON per working day.
• 2 Wellness hours per month plus a 274 RON gross monthly wellness allowance or the option to swap the wellness allowance for a 7Card subscription. 
• 25 days of paid vacation time in addition to national holidays, plus the option to buy a further 5 days annual leave. 
• Company part-funded private health insurance and eye care allowance.
• Life insurance (3 times base salary). 
• Company stock options package. 
• Eligible for discretionary annual bonus.
• Employee Assistance Programme - 24/7 helpline for your wellbeing.
• Learning and development allowance of 1,730 RON annually. 
• Hybrid way of working - we're all in the office on Wednesdays and Thursdays.
• Company provided breakfast & snacks on office days.
• Early Finish Fridays - log off at 3 PM on a Friday if you have completed your tasks by then
• Our own office space with a great working environment 
• You will love what you do – waking up every day solving one of the biggest social problems of our generation - food waste
• Committed team members with broad experience who share a common passion to build a world-class business.

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