Senior Director, Global Customer Care

About Us

Perk (formerly Travel Perk) 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.

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.

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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.

• 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…)

• 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…