Product Manager – Customer Care
Ryz Labs
full-time
Posted on:
Location Type: Remote
Location: Argentina
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About the role
- Own the end-to-end product lifecycle for all Customer Care platforms.
- Define and execute the roadmap for customer support tools and integrations.
- Identify optimization opportunities to improve customer experience, response times, and operational efficiency.
- Align product initiatives with overall ecommerce and business goals.
- Manage and optimize CRM and contact center platforms, including Salesforce, NICE inContact, RingCentral, and HubSpot.
- Oversee integration and performance across all systems.
- Ensure accurate data flow, reporting consistency, and system scalability.
- Lead shipping tools integrations to support post-purchase and delivery experiences.
- Improve automation, chat flows, and ticket routing logic.
- Configure routing priorities and escalation workflows.
- Design and maintain complex workflow automations across platforms.
- Partner with engineering to implement API-based integrations between systems.
Requirements
- Strong CRM experience (Salesforce and at least one major contact center platform required).
- Experience configuring ACD, routing logic, and workflow automations.
- Working knowledge of APIs and system integrations.
- Proven ability to manage multiple SaaS platforms simultaneously.
- Strong cross-functional collaboration skills.
- Experience with ecommerce environments (2+ years preferred).
- Experience working with internal automation tools (e.g., Kata).
- Basic HTML knowledge.
- Prior experience in a similar scope to Sebastian’s previous role.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
CRMSalesforcecontact center platformsACDrouting logicworkflow automationsAPIssystem integrationsHTMLSaaS
Soft Skills
cross-functional collaborationleadershipcommunicationorganizational skillsproblem-solving