Global Spend Customer Care Director - Scale CX Excellence

AmTrav; Barcelona; Hybrid; EUR 120,000 - 180,000; Full time

Benefits offered by this job

Relocation assistance

Job summary

Perk is seeking a Senior Director of Customer Care Spend to lead the Spend product’s global operations and deliver a 7-star customer experience. You’ll supervise a growing team of in-house and outsourced professionals, design scalable processes, and partner with cross-functional teams to ensure high satisfaction and operational excellence.

You will define vision, strategy, and KPIs, owning regional performance and driving improvements in CSAT, SLA, churn, and productivity.

Qualifications

• 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.

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.
• Be hands-on to build the necessary processes, tools and automation.
• Take full 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 operational infrastructure globally.
• Foster accountability, continuous learning, and data-driven decision making; mentor team members.
• Oversee multiple initiatives impacting Spend product, while staying hands-on and a trusted stakeholder across departments.
• Own regional KPIs and deliver measurable improvements in CSAT/NPS, SLA, churn, engagement, and productivity.

Skills

Leadership experience

Fintech or SaaS experience

Team development

Process orientation

Communication skills (English)

Data-driven / analytical

Hands-on leadership

Customer-centric mindset

Tools

Zendesk

Job description

Perk is seeking a Senior Director of Customer Care Spend to lead the Spend product’s global operations and deliver a 7-star customer experience. You’ll supervise a growing team of in-house and outsourced professionals, design scalable processes, and partner with cross-functional teams to ensure high satisfaction and operational excellence.

You will define vision, strategy, and KPIs, owning regional performance and driving improvements in CSAT, SLA, churn, and productivity.