Overview In this role you drive the tooling strategy for Perk's general 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

📌 Product Owner Data (H/F) (Barcelona)
🏢 Perk
📍 Barcelona