Senior Director, Global Customer Care, Spend

The role

You will set the vision and strategy for global operations for the Spend product. You will lead a growing team of in-house and outsourced professionals to deliver service and improve key performance indicators.

What you will do

• Lead and scale a global Spend customer care organisation of 50+ in-house and outsourced professionals.
• Design the operating model to enable product growth.
• Build necessary processes, tools and automation.
• Take responsibility for response times (SLAs) and customer satisfaction (CSAT) scores.
• Partner with cross-functional teams to build operational infrastructure.
• Foster a culture of accountability, continuous learning, and data-driven decision making.
• Develop and mentor team members.
• Oversee multiple initiatives impacting Spend product.
• Deliver measurable improvements in CSAT, NPS, SLA, Churn, Employee Engagement, and Operational Efficiency.

Required qualifications

• Proven experience leading large-scale Customer Care teams.
• 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.

Nice to have

• Experience in technology-driven or high-growth environments (fintech or SaaS are a strong plus)
• Experience with Zendesk or similar CX platforms preferred

Benefits

• Can help with relocation from anywhere in the world for certain roles

About the company

Perk is an intelligent platform for travel and spend management. It is a global company of more than 1,800 people with headquarters in London and Boston.