Contact Centre Product Owner

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 Perk 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 Perk 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.