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Product Lead, Support



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Product, Customer Service
Bogotá, Bogota, Colombia
Posted on Thursday, December 14, 2023

Hey, it's time for you to join us showing the world we are the company that is changing paradigms, where we revolutionize the hours, minutes and seconds!

Do you want to know why Rappi?

⭐️ WE SEE OPPORTUNITIES where others see problems

⭐️ WE SEE CLOSE where others see distance

⭐️ WE SEE ADRENALINE where others see pressure.

Join a team where we are all capable of EVERYTHING, where we all have the same opportunities, regardless of gender, race, sexual orientation, religion, nationality, age, disability, training or experience.

Did you like what you have read so far? Find out how you will deliver magic together with us through your Rappi mission 🧡

Check out how it will impact our ecosystem:

As the Product Lead for the CX team, you will be responsible for overseeing and ensuring the success of the technical product that enables customers and couriers to receive support, creating a seamless operating system for the largest delivery service provider in Latin America.

You will work closely with your engineering leader and design team to define the quarterly strategy for your area and turn it into a clearly defined and executable product roadmap. Your role will be both strategic and technical, aimed at ensuring a world-class support experience. Your tasks will include collaborating with agent teams to develop automated solutions, researching our courier needs, deeply understanding the operational requirements of our final customers, and continuously upgrading and supporting the product throughout its end-to-end lifecycle.

From the product organization perspective, you will report to the Senior Product Leader for Support. We have a continual growth and evolution mindset and expect to be better as a team every week.

If you enjoy making a significant impact on a major business and the entire Latin American region and thrive in high-pressure situations with growth opportunities, then this role may be perfect for you. This position is with a hyperscale technology startup that offers plenty of opportunities for advancement.

As part of Rappi, you will be responsible for:

  • Clearly understand the strategic and competitive landscape to ensure we have the best Support for our customers and couriers.

  • Ensure proper product discovery and execution of the product roadmap with your engineering and design teammates.

  • Lead go-to-market strategy with agents, customers, and operational counterparts, including product marketing, API / technical documentation, and working.

  • Work with engineering to ensure a technically reliable, scalable, and well-supported product offering.

  • Uphold best product practices and excellence in all your teams.

  • Contribute to team-wide strategic goal-setting and execution.

Good and now, what are the requirements for me to be part of this neon universe?

  • Fluent in English (required), Spanish (required) and Portuguese (optional)

  • The position is fully remote, but preference will be given to candidates in Argentina, Brazil, Colombia, or Mexico

  • 3-5+ years in Product Management (knowledge of road mapping, scrum/agile, and technical and design team leadership)

  • Analytical, data-driven, and capable of gathering and utilizing data to create insightful narratives and make decisions.

  • Strong stakeholder management and communication skills (Director-level interactions)

  • Experience with Support is preferred.

  • Knowledge of the delivery and fulfillment industry is an advantage but optional.

  • Bachelor's Degree in Business, Computer Science, Engineering, a related technical field, or equivalent practical experience

Worker type:



Rappi Technology Colombia

For more information check our website https://about.rappi.com/es and check our reviews on Glassdoor https://acortar.link/Eqm07Q

We are waiting for you with great anxiety and sparkle in our eyes to deliver magic together! #Rappi 🧡

This job is no longer accepting applications

See open jobs at Rappi.