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Perk (formerly TravelPerk) is an intelligent platform for travel and spend management, trusted by 12,000+ companies including Bolt, GoCardless, and Fabletics. The company has 1,800+ employees across 12 global offices and is addressing the $1.7 trillion problem of shadow work—the manual, time-consuming tasks that waste 7 hours per employee weekly.
You will lead and scale Perk's global customer care organization for the Spend product, a newer product line with significant growth potential. This is a hands-on leadership role where you'll set vision and strategy while building the operational infrastructure from the ground up.
Key Responsibilities:
- Lead and scale a global team of 50+ in-house and outsourced customer care professionals
- Design the operating model to support doubling growth annually
- Build processes, tools, and automation for a maturing product
- Own accountability for SLAs, CSAT scores, and continuous improvement
- Partner cross-functionally with WFM, Operational Excellence, Account Management, Sales, and Product teams
- Foster a culture of accountability, continuous learning, and data-driven decision-making
- Mentor and develop team members
- Own regional KPIs including CSAT/NPS, SLAs, churn, employee engagement, and operational efficiency
Perk uses AI-enabled tools across all functions to streamline work and reduce shadow work. The company takes an IRL-first approach, requiring in-person work 3 days per week at office hubs. Relocation support is available for qualified candidates.
REQUIREMENTS:
- Proven experience leading large-scale customer care teams
- Background in technology-driven or high-growth environments (fintech or SaaS preferred)
- Demonstrated ability to build and develop high-performing, customer-centric teams
- Strong process orientation and project management background
- Excellent English communication skills (verbal and written)
- Data-driven and analytical with a track record of using insights to drive improvements
- Hands-on leader with proactive, pragmatic, and collaborative approach
- Experience with Zendesk or similar CX platforms preferred
- Customer-obsessed mindset with strategic and operational thinking
- Ability to thrive in fast-paced, high-growth environments
