Contact Centre Product Owner

Perk

Servicios de Internet

Barcelona, Cataluña - Spanien

Manager / Gestor de equipos

Experteer Overview

In this role you drive the tooling strategy for Perk’s global contact centre, shaping how agents serve customers and how automation and AI scale support. You lead a small engineering and tooling team within Operations to reduce friction and boost efficiency across Zendesk and related platforms. You’ll translate pain points into scalable solutions, partner with cross‑functional leaders, and help Perk stay at the forefront of customer care tooling. This is a high‑impact, hands‑on leadership role with autonomy and a clear path to influencing company-wide support operations.

Responsabilidades

Own and evolve the end‑to‑end contact centre tooling stack (Zendesk suite, Zapier, Make.com, Airtable, Slack, Google Workspace)
Lead a team of 3 system admins and tooling engineers, mentoring and growing talent
Design and deliver automated workflows and custom apps to boost agent efficiency
Translate operational pain points into scalable technical solutions
Collaborate with Product, Engineering, Analytics, and Finance leadership to align tooling with objectives
Safeguard system reliability and act as escalation point for complex issues
Shape the future of customer care technology and contribute to strategic planning

Requisitos principales

5+ years in managing contact centre tooling or systems administration in a tech‑driven environment
Data‑driven decision making
Strong understanding of Zendesk, Freshdesk or Intercom ecosystems
Hands‑on experience with Zapier, Airtable, Ultimate AI, Slack integrations
Basic scripting or frontend development (HTML, JS, or API integrations) a plus
Builder mindset focused on automation and process improvement
Experience leading a technical team and mentoring talent
Strong stakeholder management and prioritization skills

data‑driven decision making problem solving stakeholder management Zendesk (Support, Talk, Messaging, Explore)Freshdesk or Intercom ecosystem Zapier

Descripción del puesto

In this role you drive the tooling strategy for Perk’s global contact centre, shaping how agents serve customers and how automation and AI s…

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