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.

ResponsabilidadesOwn 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 talentDesign and deliver automated workflows and custom apps to boost agent efficiencyTranslate operational pain points into scalable technical solutionsCollaborate with Product, Engineering, Analytics,



and Finance leadership to align tooling with objectivesSafeguard system reliability and act as escalation point for complex issuesShape the future of customer care technology and contribute to strategic planning Requisitos principales5+ years in managing contact centre tooling or systems administration in a tech‑driven environmentData‑driven decision makingStrong understanding of Zendesk, Freshdesk or Intercom ecosystemsHands‑on experience with Zapier, Airtable, Ultimate AI, Slack integrationsBasic scripting or frontend development (HTML, JS, or API integrations) a plusBuilder mindset focused on automation and process improvementExperience leading a technical team and mentoring talentStrong stakeholder management and prioritization skillsdata‑driven decision makingproblem solvingstakeholder managementZendesk (Support, Talk, Messaging, Explore)Freshdesk or Intercom ecosystemZapier

📌 Contact Centre Product Owner - barcelona
🏢 Jobrapido
📍 Barcelona