Contact Centre Product Owner at Perk

Barcelona, Catalonia, Spain -

Full Time

Start Date

Immediate

Expiry Date

02 Feb, 26

Salary

0.0

Posted On

04 Nov, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Contact Centre Tooling, Zendesk, Data Driven, Automation, Systems Administration, Team Leadership, Stakeholder Management, Problem Solving, Integration, Scripting, Customer Experience, Technical Solutions, Collaboration, Innovation, AI, Workflow Automation

Industry

Description

About Us Perk (formerly TravelPerk) is the intelligent platform for travel and spend management. Built to tackle the time-consuming, manual work that gets in the way of real work, our tools automate everything from travel bookings to expenses, invoice processing, and more. By eliminating this shadow work that wastes hours, erodes morale, and saps innovation, we’re on a mission to power real work, with real impact. We’re trusted by more than 10,000 companies worldwide, including Wise, On Running, Breitling, and Fabletics, and we’re tackling the 7 hours of lost productivity per employee each week, a $1.7 trillion problem. Founded in 2015, Perk has grown into a global company of more than 1,800 people across 12 offices globally, with headquarters in London and Boston. We combine innovation, control, and simplicity to transform how businesses work and how people feel at work. At Perk, we’re driven by our values, like being an owner, delivering a 7-star experience, and working as one team. We value curiosity, purpose, and mindset, not just knowledge, to unlock the power in your potential. Our talent-tense team brings together leading minds from travel and SaaS, representing over 70 countries. If you’re excited about having a real impact and shaping how millions of people experience work, we’d love you on the team. Visit www.perk.com to learn more. 🎬 Powering Real Work The role As a Contact Centre Product Owner, you will play a pivotal role in shaping the future of how Perk supports customers across the globe. While embedded within Operations, you bring a product mindset—thinking proactively, building scalable systems, and solving real-world agent pain points with elegant, technical solutions. You will own the contact centre technology for Global support operation, serving 1bn worth of travel 24/7 You will lead a team of Tooling Engineers and Systems Admins, responsible for owning and evolving the tooling ecosystem that powers our global customer care organization. From managing Zendesk to building custom apps and integrating automation tools, your mission is to unlock efficiency, reduce friction, and enable our agents to shine. What You Will Do Act as the product driver for the global Customer Care tooling ecosystem, empowering 1,000+ agents who serve over 300,000 customers annually. Own and evolve the end-to-end tooling stack, including Zendesk (Support, Talk, Messaging, Explore), Ultimate AI, Zapier, Make.com, Airtable, Slack Apps, and Google Workspace. Treat the tooling ecosystem as a product with a roadmap, vision, and measurable impact, balancing short-term needs with long-term scalability. Design and deliver solutions that boost agent efficiency by building custom apps, automating workflows, and integrating platforms seamlessly. Translate operational pain points into scalable, technical solutions that reduce friction and enable excellent customer experiences. Collaborate cross-functionally with Product, Engineering, Analytics, and Finance leadership to align tooling initiatives with company objectives. Safeguard system reliability and act as an escalation point for complex technical issues impacting support operations. Shape the future of customer care technology, contributing to strategic planning and ensuring TravelPerk stays at the cutting edge of support tooling, automation, and AI. Lead and grow a high-performing team of 3 system admins and tooling engineers, fostering innovation and operational excellence. What We Are Looking For 5+ years of experience managing contact centre Tooling, or systems administration—ideally in a fast-paced, tech-driven environment. A Data Driven / informed operator, you use Data to make decisions and asses the impact your team is having on operations. A strong understanding of Zendesk, Freshdesk or intercom and its ecosystem (Support, Talk, Messaging, Explore). Hands-on experience with tools like Zapier, Airtable, Ultimate AI, and Slack integrations. Comfortable with code—you do not need to be a full-time developer, but basic scripting or front-end development experience (HTML, JS, or API integrations) is a big plus. A builder's mindset—you enjoy solving problems, automating processes, and improving systems. Experience leading a technical team, with a proven ability to motivate, mentor, and grow talent. Strong stakeholder management skills and the ability to prioritize requests across multiple business areas. Why You’ll Love This Role You will have autonomy and ownership—we trust you to make decisions that move the business forward. You will shape the future of how TravelPerk operates, improving the experience of agents and customers at scale. You will be part of a passionate, collaborative, and international team that values curiosity, impact, and continuous improvement. You will get to build and innovate every day, in a culture that encourages experimentation and rewards action. How We Work At Perk, we take an IRL-first approach to work, where our team works together in-person 3 days a week. As such, this role requires you to be based within commuting distance of our London or Barcelona hub. We fundamentally believe in the value of meeting in-real-life to improve connectivity, productivity, creativity and ultimately making us a great place to work. For certain roles, we can help with relocation from anywhere in the world, English is the official language at the office. Please submit your resume in English if you choose to apply. Do not forget to submit an updated portfolio and/or resume. Perk is a global company with a diverse customer base, and we want to make sure the people behind our product reflect that. We’re an equal opportunity employer, which means you’re welcome at Perk regardless of how you look, where you’re from, or anything else that makes you, well, you We believe real connection happens in real life. That’s why we follow an IRL-first approach, with most teams working together in person three days a week. Some roles, such as Customer Care, spend more time in the office to stay close to our customers and each other. Our hubs are designed for collaboration and focus, spaces where ideas flow, creativity sparks, and people thrive. We hire for potential, curiosity, and impact, not just formal credentials. What matters most is your ability to grow, learn, and make a difference. As a global company serving diverse customers, we want our teams to reflect that same diversity. Whoever you are and wherever you’re from, you’re welcome at Perk. At Perk, we use AI-powered tools to make parts of our recruitment process smoother and create a better experience for candidates, helping our Talent team focus on what matters most: connecting with people. Every hiring decision is made by real humans, our talent team and hiring managers, not by AI. Protect Yourself from Recruitment Scams All official communication from Perk will always come from email addresses ending in @perk.com or @externalperk.com, our verified social media channels, or recruiters listed on our official LinkedIn page. We will never ask you to pay for equipment, training, or fees, request sensitive personal information such as bank details early in the process, or communicate through unofficial apps like WhatsApp, Telegram, or Signal. If you receive a message claiming to be from Perk that seems suspicious, please do not respond. Forward it to security@perk.com, and we will confirm whether it is legitimate.

Responsibilities

As a Contact Centre Product Owner, you will manage the global Customer Care tooling ecosystem, empowering over 1,000 agents. You will lead a team to enhance efficiency and improve customer experiences through innovative technical solutions.