Global Spend Care Leader - Scale & Elevate CX

TravelPerk; Barcelona; On-site; EUR 120,000 - 180,000; Full time

Job summary

Perk is seeking a Senior Director of Customer Care Spend to lead and scale a global, high-performing spend customer care team. You will design the operating model, own KPIs (CSAT, SLA, churn), and collaborate with WFM, Product, Sales, and Account Management to drive growth and excellence.

This is a hands-on leadership role in a fast-growing fintech/SaaS environment. You will be based near our Barcelona hubs, work with in-house and outsourced staff, and champion a data-driven culture with a focus

Qualifications

• Proven experience leading large-scale customer care teams.
• Experience in technology-driven or high-growth environments (fintech or SaaS a strong plus).
• Demonstrated ability to develop high-performing, customer-centric teams.

Responsibilities

• Lead and scale a global Spend customer care organisation of 50+ in-house and outsourced professionals.
• Design the operating model to enable this Product's growth.
• Hands-on in building processes, tools and automation for the Spend product.
• Take responsibility for KPIs such as response times (SLAs) and CSAT scores and drive continuous improvement.
• Partner with cross-functional teams to implement processes and build a strong global operational infrastructure.
• Foster accountability, learning, and data-driven decision making; mentor team members.
• Oversee multiple initiatives across Spend product while remaining hands-on and a trusted stakeholder.
• Own regional KPIs and deliver improvements in CSAT, NPS, SLA, churn, engagement, and productivity.

Skills

Leadership

Scalability

Customer Care

Data analytics

English fluency

Zendesk

Tools

Zendesk

Job description

Perk is seeking a Senior Director of Customer Care Spend to lead and scale a global, high-performing spend customer care team. You will design the operating model, own KPIs (CSAT, SLA, churn), and collaborate with WFM, Product, Sales, and Account Management to drive growth and excellence.

This is a hands-on leadership role in a fast-growing fintech/SaaS environment. You will be based near our Barcelona hubs, work with in-house and outsourced staff, and champion a data-driven culture with a focus