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

📌 Contact Centre Product Owner (Barcelona)
🏢 Perk
📍 Barcelona