Senior Director, Global Customer Care, Spend

About Us Perk (formerly TravelPerk) is the intelligent platform for travel and spend management. Built to tackle the time-consuming, manual work that gets in the way of real work, our tools automate everything from travel bookings to expenses, invoice processing, and more. By eliminating this shadow work that wastes hours, erodes morale, and saps innovation, we're on a mission to power real work, with real impact. We're trusted by more than 12,000 companies worldwide, including Bolt, GoCardless, and Fabletics, and we're tackling the 7 hours of lost productivity per employee each week, a $1.7 trillion problem https://www.perk.com/shadow-work-report. Founded in 2015, Perk has grown into a global company of more than 1,800 people across 12 offices globally, with headquarters in London and Boston. We combine innovation, control, and simplicity to transform how businesses work and how people feel at work. At Perk, we're driven by our values, like being an owner, delivering a 7-star experience, and working as one team. We value curiosity, purpose, and mindset, not just knowledge, to unlock the power in your potential. Our talent team brings together leading minds from the travel, fintech, and SaaS industries, representing over 70 countries. If you're excited about having a real impact and shaping how millions of people experience work, we'd love you on the team. Visit www.perk.com http://www.perk.com to learn more. About the Role We are looking for a Senior Director of Customer Care Spend to help us continue delivering a 7-star experience to our customers. Perk has a Travel product and a Spend product. This position will specifically focus on the Spend product. This product is newer to the organisation compared to our original Travel product, so there are a lot of building blocks to put in place. You will set the vision and strategy for our operations globally for our Spend product, leading a growing team of in-house professionals to deliver world-class service. You’ll be accountable for customer satisfaction, team performance, and operational excellence while helping shape the future of Perk’s global Customer Care organisation. What You’ll Do - Lead and scale a global Spend customer care organisation of 50+ in-house and outsourced professionals. - Design the operating model that will enable this Product to double its growth every year. - This is a relatively new product within Perk, so we need someone willing to get hands-on and build the necessary processes, tools and automation. - Take full responsibility for key performance indicators such as response times (SLAs) and customer satisfaction (CSAT) scores and ensure continuous improvement. - Partner with cross-functional teams (WFM, Operational Excellence, Account Management, Sales, Product) to problem-solve, ensure productive communication and implementation of processes, and to build a strong operational infrastructure globally. - Foster a culture of accountability, continuous learning, and data-driven decision making, as well as develop and mentor team members within your organisation. - Oversee multiple initiatives impacting Spend product, while remaining hands-on, adaptable, and a trusted stakeholder across departments. - Own key regional KPIs and deliver measurable improvements in: - Customer Satisfaction (CSAT / NPS) - Service Level Agreements (SLA) - Churn - Employee Engagement & Retention - Operational Efficiency / Productivity (Contact per Hour, First contact resolution…) What We’re Looking For - Proven experience leading large-scale Customer Care teams. - Experience in technology-driven or high-growth environments (fintech or SaaS are a strong plus). - Demonstrated ability to build and develop high-performing, customer-centric teams. - Strong process orientation and project management background. - Excellent communication skills (verbal and written) in English. - Data-driven and analytical, with a track record of using insights to drive improvements. - Hands-on leader with a proactive, pragmatic, and collaborative approach. - Experience with Zendesk or similar CX platforms preferred. Who You Are - Customer Obsessed: Passionate about creating exceptional experiences. - Strategic & Operational: You think big but execute efficiently. - Data-Driven: You rely on metrics and insights to make smart decisions. - Empathetic Leader: You listen, coach, and empower your teams. - Adaptable: You thrive in fast-paced, high-growth environments. - Results-Oriented: You focus on measurable impact and continuous improvement. AI at Perk AI is embedded in how we work across every function. The tools you'll use day-to-day are AI-enabled so you can move faster and spend more time on the work that matters. In practice, that means using AI to research and prioritise accounts, draft and refine outreach, handle customer interactions more effectively, synthesise information, and cut through shadow work - the invisible tasks that pull people away from the work only they can do - so you can focus on relationships and outcomes. How We Work At Perk, we take an IRL-first approach to work, where our team works together in-person 3 days a week. As such, this role requires you to be based within commuting distance of our hubs. We fundamentally believe in the value of meeting in real life to improve connectivity, productivity, creativity and ultimately making us a great place to work. For certain roles, we can help with relocation from anywhere in the world, English is the official language at the office. Please submit your resume in English if you choose to apply. Do not forget to submit an updated portfolio and/or resume. Perk is a global company with a diverse customer base, and we want to make sure the people behind our product reflect that. We’re an equal opportunity employer, which means you’re welcome at Perk regardless of how you look, where you’re from, or anything else that makes you, well, you. Protect Yourself from Recruitment Scams All official communication from Perk will always come from email addresses ending in @perk.com http://perk.com or @externalperk.com http://externalperk.com, our verified social media channels, or recruiters listed on our official LinkedIn page. We will never ask you to pay for equipment, training, or fees, request sensitive personal information such as bank details early in the process, or communicate through unofficial apps like WhatsApp, Telegram, or Signal. If you receive a message claiming to be from Perk that seems suspicious, please do not respond. Forward it to security [at] perk .com, and we will confirm whether it is legitimate. #LI-Hybrid