perk - Senior Director, Global Customer Care, Spend
Requirements
• 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. • 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 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. • 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.
Responsibilities
• 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) • Employee Engagement & Retention • Operational Efficiency / Productivity (Contact per Hour, First contact resolution…)
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