Customer Care Project Manager

DocPlanner

full-time

Posted on: 1/13/2026

Location Type: Remote

Location: Spain

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About the role

Map the Terrain: Gain a granular understanding of the full customer lifecycle (Doctor/Clinics & Patient).
Identify where processes are broken, slow, or frustrating.
Use quantitative data and qualitative feedback to pinpoint exactly where AI can have the highest impact on key KPIs (Such as NPS and Churn).
Build & Ship: autonomously build and test workflows.
Leverage LLMs (GPT-4, Claude, etc.) to automate complex tasks—from sentiment analysis and ticket routing to automated upselling and proactive support.
Rapid Prototyping: Move fast. Build a POC (Proof of Concept), test it with a local team, iterate, and scale it globally.
Reduce manual ticket volume by deploying smart self-service solutions, freeing up our human agents for high-value interactions.
Transform support interactions into revenue opportunities by using AI to identify upsell signals (e.g., a doctor needing a premium feature) and automating the outreach.
Stakeholder Management: Work seamlessly with local Heads of Customer Care (in Warsaw, Rome, Mexico City, etc.) and Product teams to ensure your solutions fit local market needs.
Change Management: You are an evangelist for AI. You will help local teams understand, trust, and adopt the tools you build.

4+ years in Project Management, Operations, or a Product-focused role within a tech/SaaS environment.
The "Builder" Mindset (Non-Negotiable): You are a master of Low-Code/No-Code tools (Make, Zapier, n8n).
AI Native: You are an early adopter. You use AI tools daily and understand the capabilities (and hallucinations) of current LLMs.
You know how to prompt-engineer effectively.
Analytical Rigor: You make decisions based on data. You are comfortable defining KPIs and tracking the ROI of your automations.
Communication: Fluent English is a must. You can simplify complex technical logic for business stakeholders and discuss business strategy with technical teams.
Nice to have: Basic knowledge of Python or SQL (to tweak scripts or query data).
Experience with CRM/Support platforms like Zendesk, Salesforce, or Intercom.
Experience working in a global, matrixed organization.

Benefits

Healthcare insurance – so you can focus on what matters.
Wellness that works for you – from gym memberships to mental health support, we’ve got you covered.
Time off that counts – whether it’s a vacation, your birthday, or just a day to recharge, we believe in balance.
ESOP (Employee Share Ownership Plan) after 6 months with us—because we believe in sharing our success!
Local benefits like meal vouchers (ticket restaurant), transport allowances, or extended parental leave depending on your location.
Career Growth – We’re growing, and so can you! You’ll find lots of chances to learn, develop, and explore new paths—whether within your team or through cross-functional projects.
A Truly Global Team – Work with talented people from all over the world in a diverse and inclusive environment.
Flexibility That Works for You – Remote work and flexible hours aren’t just buzzwords here.

Tip: use these terms in your resume and cover letter to boost ATS matches.

Project ManagementOperationsProduct ManagementLow-Code toolsNo-Code toolsPrompt EngineeringData AnalysisKPI DefinitionPythonSQL

Analytical RigorCommunicationStakeholder ManagementChange ManagementBuilder Mindset