Perk (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.
Founded in 2015, Perk has grown into a general company of more than 1,800 people across 12 offices globally, with headquarters in London and Boston. Join Perk as we scale the technical capabilities of our Spend Customer Care organization. This is a unique opportunity to lead the evolution of our Level 2 support function, helping build a highly technical team that works hand-in-hand with Engineering to solve complex customer problems and continuously improve how we support our product.
Reporting to the Head of Care for Spend, you'll lead our Technical Support Specialists while acting as the technical bridge between Customer Care and Engineering. You'll be responsible for raising the technical maturity of the team, improving technical workflows and tooling, and enabling Customer Care to resolve increasingly complex issues independently.
This is a hands-on technical management role where you'll coach others, partner closely with Engineering, help shape the future of technical support at Perk, and improve the L2/L3 collaboration model.
Lead the technical evolution of Customer Care in one of Perk's fastest-growing product areas
Build a highly capable technical support team through coaching, mentoring, and technical leadership
Help shape how Customer Care leverages automation and AI to scale technical support
Lead L2 customer care: own the team responsible for the most complex, escalated customer issues that L1 support cannot resolve.
Manage hands-on technical support specialists: hire, coach, and grow a team of technically strong specialists; set expectations, review case quality, and provide technical mentorship (not just people management).
Debug alongside your team: get into the weeds on production issues yourself: read stack traces, review relevant code paths, query databases,



and use observability tools to find root cause.
Deep-dive into logs: investigate application, API, and infrastructure logs to diagnose customer-reported issues, distinguishing product bugs from configuration, integration, or data issues.
Own technical escalations: act as the primary interface between customer care and engineering/product teams for issues requiring code changes, hotfixes, or architectural input.
build internal runbooks, diagnostic tooling, and self-service resources for the team.
Report on health and trends: analyze ticket data, SLA/SLO performance, and escalation patterns; present insights to leadership on product quality and support health.
Coordinate incident response: represent customer care during major incidents, translating technical impact into customer communication and vice versa.
5+ years in Technical Support, Product Support, or Engineering-adjacent Customer Care within a SaaS or tech environment, with at least 2+ years managing a team of engineers or technical support staff.
~ Python, JavaScript/TypeScript, Go, or whatever your primary stack is) - you don't need to ship production code daily, but you should be comfortable tracing logic, spotting bugs, and having credible technical conversations with engineers.
~ Familiarity with REST/GraphQL APIs, and comfort troubleshooting with tools like Postman, curl, or browser dev tools.
~ Understanding of system architecture concepts (services, queues, caching, networking basics) sufficient to reason about where in a system a failure originates.
~ Experience with ticketing/support platforms (e.g. Zendesk, Jira Service Management, Intercom) and incident tools.
~ Track record of managing L2/L3 support functions, including escalation processes and SLA ownership.
~ Experience working directly with engineering teams - filing detailed bug reports, participating in triage,



and influencing product roadmap based on support trends.
~ Rest and recharge with our generous allocation of vacation days plus public holidays.
Always 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.
Nurture your language skills with in real-life English, Spanish and Catalan lessons.
Let us help you move to one of our hubs with relocation support.
Talent Acquisition Interview - 30mins Virtual
Hiring Manager interview - 30mins - In Person in Barcelona office
Technical Interview - 60mins - Virtual
In practice, that means using AI to research and prioritise accounts, draft and refine outreach, handle customer interactions more effectively, synthesise information, and cut through shadow work - the invisible tasks that pull people away from the work only they can do - so you can focus on relationships and outcomes.
We don’t expect you to be an AI expert, but we do expect you to be curious and intentional about it. The bar is judgment: knowing when AI makes your work better, when to verify what it produces, and when to rely on your own expertise instead.
We’ll ask about how you use AI in your interviews, not to test tool knowledge, but to understand how you think about it. At Perk, we take an IRL-first approach to work, where our team works together in-person 3 days a week. For 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. Perk is a global company with a diverse customer base, and we want to make sure the people behind our product reflect that. 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. Forward it to security [at] perk .com, and we will confirm whether it is legitimate.
#LI-Hybrid
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📌 IT Support Manager (Barcelona)
🏢 Perk
📍 Barcelona