Director of Customer Care Operations - EU
hace 5 días
Barcelona
ph3About Us /h3 pPerk (formerly TravelPerk) 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. /p pWe’re trusted by more than 10,000 companies worldwide, including Wise, On Running, Breitling, and Fabletics, and we’re tackling the 7 hours of lost productivity per employee each week, a $1.7 trillion problem. /p pFounded 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. /p pAt 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 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. /p pVisit to learn more. /p pWe are looking for a bDirector of Customer Care Operations, Europe /b region to help us continue delivering a 7-star experience to our customers and effectively manage our global Customer Care footprint. We are aiming higher than ever, and we are growing exponentially. A delightful customer experience when interacting with our product Customer Care team is critical to help us achieve our big audacious goal of 1 million happy travellers per day. That’s why we have come to the conclusion that we need you! /p h3About the Role /h3 pAs bDirector of Customer Care Operations, Europe /b, you will set the vision and strategy for our German, Spanish, UKI and French Customer Care operations; leading a growing team of in‑house and outsourced 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 organization. /p h3What You’ll Do /h3 ul liLead and scale Europe Customer Care organisation of 700+ both in‑house and outsourced professionals. /li liSet and achieve performance targets and financial outcomes across all service areas in Europe, directly influencing overall business performance and profitability. /li liTogether with the Senior Directors of Global Operations, Operational Excellence and Planning and WFM, design and execute the regional customer care strategy aligned with our global goals. /li liTake full responsibility for key performance indicators such as response times (SLAs) and customer satisfaction (CSAT) scores of the Europe region, and ensure continuous improvement. /li liPartner 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. /li liFoster a culture of accountability, continuous learning, and data‑driven decision making, as well as develop and mentor team members within your organisation. /li liOversee multiple initiatives impacting Europe region, while remaining hands‑on, adaptable, and a trusted stakeholder across departments. /li liOwn key regional KPIs and deliver measurable improvements in: ul liCustomer Satisfaction (CSAT / NPS) /li liService Level Agreements (SLA) /li liChurn /li liEmployee Engagement Retention /li liOperational Efficiency / Productivity /li /ul /li /ul h3What We’re Looking For /h3 h3Qualifications /h3 ul li8-10 years of experience leading large‑scale Customer Care teams. /li liProven success managing both in‑house and outsourced operations. /li liExperience in technology‑driven or high‑growth environments (travel industry a strong plus). /li liDemonstrated ability to build and develop high‑performing, customer‑centric teams. /li liStrong process orientation and project management background. /li liExcellent communication skills (verbal and written) in English. /li liData‑driven and analytical, with a track record of using insights to drive improvements. /li liHands‑on leader with a proactive, pragmatic, and collaborative approach. /li liExperience with Zendesk or similar CX platforms preferred. /li /ul h3Who You Are /h3 ul liCustomer Obsessed: Passionate about creating exceptional experiences. /li liStrategic Operational: You think big but execute efficiently. /li liData‑Driven: You rely on metrics and insights to make smart decisions. /li liEmpathetic Leader: You listen, coach, and empower your teams. /li liAdaptable: You thrive in fast‑paced, high‑growth environments. /li liResults‑Oriented: You focus on measurable impact and continuous improvement. /li /ul h3What we offer /h3 ul liReceive competitive compensation and equity ownership in Perk /li liRest and recharge with our generous allocation of vacation days plus public holidays /li liTake control of your physical health with your choice of private healthcare or a gym allowance /li liKnow that your loved ones are protected financially through your Life Insurance if the worst were to happen /li liJoin our unforgettable Perk events, including our spectacular annual summer party /li liAlways feel supported with Spring Health, our market‑leading wellbeing partner, providing fast, comprehensive access to 12x therapy and 12x coaching sessions for you and your loved ones /li liMake your money go further with our flexible compensation plan /li liFocus on your family with 17 weeks’ paid parental leave during your child’s first year /li liContribute to your community with 16 paid hours per year to spend volunteering for your dearest charitable causes /li liBroaden your horizons with up to 20 "Work from Anywhere" days per year /li liNurture your language skills with in real‑life English, Spanish and Catalan lessons /li liFollow your passions and take a four‑week, fully paid sabbatical once you reach 5 years /li liLet us help you move to one of our hubs with relocation support /li /ul pNote - This position requires being based in bBarcelona /b. We can help with relocation if necessary. /p h3How We Work /h3 pAt 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. /p pFor 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. /p pPerk is a global company with a diverse customer base, and we want to make sure the people behind our product reflect that. We’re an equal opportunity employer, which means you’re welcome at Perk regardless of how you look, where you’re from, or anything else that makes you, well, you. /p h3Protect Yourself from Recruitment Scams /h3 pAll official communication from Perk will always come from email addresses ending in @perk.com or @externalperk.com, our verified social media channels, or recruiters listed on our official LinkedIn page. We will never ask you to pay for equipment, training, or fees, request sensitive personal information such as bank details early in the process, or communicate through unofficial apps like WhatsApp, Telegram, or Signal. If you receive a message claiming to be from Perk that seems suspicious, please do not respond. Forward it to , and we will confirm whether it is legitimate. /p /p #J-18808-Ljbffr
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