Senior Tooling Manager

<p><strong>About Us</strong></p> <p>TravelPerk is a hyper-growth SaaS business travel platform and a pioneer in the future of travel for work. Its all-in-one platform gives travelers the freedom they want whilst providing companies with the control they need. The result saves time, money, and hassle for everyone.</p> <p>TravelPerk has industry-leading travel inventory alongside powerful management features, 24/7 customer support, state-of-the-art technology, and consumer-grade design.</p> <p>Founded in 2015 and headquartered in Barcelona, we’ve grown to over 1,400 people across Europe and North America. In 2022 we became a ‘unicorn’ and in <a href="https://www.travelperk.com/blog/travelperk-acquires-yokoy/?utm_campaign=Oktopost-Corporate%20Announcements&amp;utm_content=Oktopost-LinkedIn&amp;utm_medium=social&amp;utm_source=LinkedIn" target="_blank">2025 we raised<strong> $200 million</strong> in a Series E funding round, increasing our valuation of $2.7 billion</a>.</p> <p>We’ve been winning awards too. Since 2023, we’ve been voted one of the <a href="https://mostlovedworkplace.com/companies/travelperk-2/" target="_blank">best places to work</a>, one of the<strong> </strong>fastest-growing apps and tech companies<strong>,</strong> and a leading pioneer of business travel.</p> <p>These are just some of the reasons why global brands like Wise, Red Bull, GetYourGuide, and Aesop trust us to get the most out of their travel.</p> <p><a href="https://www.youtube.com/watch?v=yb6wQRMWejI">Hear more about TravelPerk.</a> </p><p>As a <strong>Senior Customer Care Tooling Manager</strong>, you will play a pivotal role in shaping the future of how TravelPerk supports customers across the globe. While embedded within Operations, you bring a <strong>product mindset</strong>—thinking proactively, building scalable systems, and solving real-world agent pain points with elegant, technical solutions.</p> <p>You will lead a team of <strong>Tooling Engineers and Systems Admins</strong>, 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.</p> <p> </p> <p> </p> <p> </p> <h3><br/>What You Will Do<br/><br/><br/></h3> <ul> <li><strong>Own the end-to-end tooling stack</strong> used by the Customer Care team, including: <ul> <li>Zendesk (Support, Talk, Messaging, Explore)</li> <li>Ultimate AI</li> <li>Zapier, <a href="http://Make.com">Make.com</a>, Airtable, Slack Apps, Google Workspace</li> </ul> </li> <li><strong>Drive improvements</strong> in customer support workflows by building custom apps, automating tasks, and integrating platforms.</li> <li><strong>Translate operational pain points into scalable technical solutions</strong>, balancing short-term requests with long-term impact.</li> <li><strong>Collaborate cross-functionally</strong> with Product, Engineering, Analytics, and Finance leadership to align tooling improvements with company goals.</li> <li><strong>Manage ongoing tool performance and reliability</strong>, acting as an escalation point for complex technical issues.</li> <li><strong>Contribute to strategic planning</strong> for how tooling can evolve to support the future of Customer Care.</li> <li><strong>Stay ahead of trends</strong> in support tooling, automation, and AI to keep TravelPerk at the cutting edge of operational excellence.</li> <li><strong>Lead and grow a high-performing team</strong> of 3 talented system admins and tooling engineers.</li> </ul> <h3><br/><br/><br/><br/>What We Are Looking For<br/><br/><br/></h3> <ul> <li><strong>5+ years of experience</strong> in customer experience operations, technical tooling, or systems administration—ideally in a fast-paced, tech-driven environment.</li> <li><strong>A Data Driven / informed operator, </strong>you use Data to make decisions and asses the impact your team is having on operations.</li> <li>A <strong>strong understanding of Zendesk</strong> and its ecosystem (Support, Talk, Messaging, Explore).</li> <li>Hands-on experience with tools like <strong>Zapier, Airtable, Ultimate AI, and Slack integrations</strong>.</li> <li><strong>Comfortable with code</strong>—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.</li> <li>A <strong>builder's mindset</strong>—you enjoy solving problems, automating processes, and improving systems.</li> <li><strong>Experience leading a technical team</strong>, with a proven ability to motivate, mentor, and grow talent.</li> <li>Strong <strong>stakeholder management skills</strong> and the ability to prioritize requests across multiple business areas.<br/><br/><br/></li> </ul> <h3><br/><br/>Why You’ll Love This Role<br/><br/></h3> <ul> <li>You will have <strong>autonomy and ownership</strong>—we trust you to make