Remote position for professionals based in Argentina or Uruguay
At Ryz Labs, we are seeking a Product Manager – Customer Care to lead the strategy, optimization, and integration of our customer support ecosystem for one of our clients. This role will own the roadmap and performance of all customer care platforms, ensuring seamless contact routing, CRM integration, and operational excellence across global teams.
Key Responsibilities
Product Ownership & Strategy
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.
CRM & Platform Management (Required)
Manage and optimize CRM and contact center platforms, including:
- Salesforce
- NICE inContact
- RingCentral
- HubSpot
Oversee integration and performance across all systems (company uses multiple platforms concurrently).
Ensure accurate data flow, reporting consistency, and system scalability.
Customer Care Product Ecosystem
Own product strategy and configuration for:
- Zendesk
- Tidio
- Kata
Lead shipping tools integrations to support post-purchase and delivery experiences.
Improve automation, chat flows, and ticket routing logic.
Contact Routing & Workflow Optimization
Deep understanding of contact routing logic and ACD (Automatic Call Distribution) setup.
Configure routing priorities and escalation workflows.
Design and maintain complex workflow automations across platforms.
Partner with engineering to implement API-based integrations between systems.
Technical Collaboration
Ability to communicate effectively with developers regarding API integrations and system architecture.
HTML configuration knowledge preferred (especially for internal tool customization).
Translate business requirements into technical documentation and implementation plans.
Qualifications
Required:
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.
Preferred:
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.
Skills & Competencies
Strategic thinking with strong execution capability
Analytical and data-driven decision-making
Excellent stakeholder management
Strong problem-solving skills
Ability to operate in a fast-paced, multi-platform environment
