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 ****, 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.

Director of Customer Care Operations, Europe

region to help us continue delivering a 7-star experience to our customers and effectively manage our global Customer Care footprint. 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. Director of Customer Care Operations, Europe

, you will set the vision and strategy for our German, Spanish, UK&I; 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.

Customer Care

organisation of 700+ both in-house and outsourced professionals.

Set and achieve performance targets and financial outcomes across all service areas in Europe, directly influencing overall business performance and profitability.

Together with the Senior Directors of Integral Operations, Operational Excellence and Planning and WFM, design and execute the regional customer care strategy aligned with our global goals.

Take full responsibility for key performance indicators such as response times (SLAs) and customer satisfaction (CSAT) scores of the Europe region,



and ensure continuous improvement.

Partner 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.

Foster a culture of accountability, continuous learning, and data-driven decision making, as well as develop and mentor team members within your organisation.

8-10 years of experience leading large-scale Customer Care teams.

Proven success managing both in-house and outsourced operations.

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.

Experience with Zendesk or similar CX platforms preferred.

Data-Driven: You rely on metrics and insights to make smart decisions.

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

We can help with relocation if necessary.

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. 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.

📌 Customer Experience Operations Officer (Laza)
🏢 Perk
📍 Laza