Director of Customer Care Operations - EU at Perk

Are you a seasoned customer care leader with a passion for delivering exceptional customer experiences? Do you thrive in a fast-paced, high-growth environment? If so, Perk is looking for a Director of Customer Care Operations to lead our European operations and help us achieve our ambitious goals.

Role Overview

As the Director of Customer Care Operations for Europe, you will be responsible for setting the vision and strategy for our German, Spanish, UK & I, and French customer care operations. You will lead a growing team of in-house and outsourced professionals, ensuring they deliver world-class service to our customers. Your focus will be on customer satisfaction, team performance, and operational excellence, all while helping shape the future of Perk's global customer care organization.

This role is critical to our mission of providing a 7-star experience to our customers and achieving our goal of 1 million happy travelers per day. You will work closely with cross-functional teams to problem-solve, implement processes, and build a strong operations engine that drives customer loyalty and business growth.

A Day in the Life

Here's a glimpse into what your day might look like:

• Leading daily stand-up meetings with customer care team leaders to discuss performance, challenges, and priorities.
• Analyzing customer satisfaction (CSAT) scores and identifying areas for improvement.
• Collaborating with the Workforce Management (WFM) team to optimize staffing levels and ensure efficient resource allocation.
• Meeting with outsourced vendor partners to review performance metrics and address any issues.
• Working with the Product team to provide feedback on product enhancements and new features based on customer feedback.
• Developing and implementing training programs for customer care staff.
• Reviewing and approving budget requests for customer care operations.
• Presenting performance updates to senior management.
• Identifying and implementing process improvements to enhance efficiency and effectiveness.
• Coaching and mentoring team members to support their professional growth.

Why Barcelona?

Barcelona is a vibrant and dynamic city known for its rich culture, stunning architecture, and thriving tech scene. It's a global hub for innovation and attracts top talent from around the world. Located in Barcelona places you in the heart of Europe, providing easy access to other key markets and allowing you to collaborate with diverse teams. Barcelona also offers an excellent quality of life, with its beautiful beaches, delicious food, and lively nightlife. It’s a place where work and life can thrive.

Career Path

This Director role offers a significant opportunity for growth within Perk. Successful performance in this role could lead to advancement to Senior Director or Vice President of Customer Care Operations, with increased responsibilities and a broader scope. Perk is committed to providing its employees with opportunities for professional development and career advancement.

Salary & Benefits

The estimated salary range for this position in Barcelona is €120,000 - €180,000 per year, depending on experience and qualifications. Perk also offers a comprehensive benefits package, including:

• Health, dental, and vision insurance
• Life and disability insurance
• Employee stock options
• Generous vacation policy
• Flexible work arrangements
• Company-sponsored events and activities
• Travel perks and discounts
• Wellness programs

Perk Culture

At Perk, we are 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.

How to Apply

If you are a passionate and experienced customer care leader with a proven track record of success, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter through our online application portal. We look forward to hearing from you!

Frequently Asked Questions (FAQ)

1. What is Perk?

   Perk (formerly TravelPerk) is the intelligent platform for travel and spend management, automating everything from travel bookings to expenses and invoice processing.

2. What is the company culture like at Perk?

   Perk values ownership, delivering a 7-star experience, and working as one team. We foster curiosity, purpose, and a growth mindset.

3. What are the key responsibilities of the Director of Customer Care Operations?

   Leading and scaling the European Customer Care organization, setting performance targets, and ensuring customer satisfaction are key responsibilities.

4. What skills and qualifications are required for this role?

   Proven experience in customer care leadership, strong communication skills, and experience managing in-house and outsourced teams are essential.

5. What opportunities for professional development are available at Perk?

   Perk is committed to providing employees with opportunities for professional development and career advancement.

6. What are the benefits of working in Barcelona?

   Barcelona offers a vibrant culture, a thriving tech scene, and an excellent quality of life.

7. How does Perk support employee well-being?

   Perk offers wellness programs, flexible work arrangements, and a generous vacation policy.

8. What is Perk's mission?

   Perk's mission is to power real work, with real impact, by eliminating shadow work that wastes time and resources.

9. What types of companies use Perk?

   Perk is trusted by over 10,000 companies worldwide, including Wise, On Running, Breitling, and Fabletics.

10. How many employees does Perk have?

    Perk has grown into a global company of more than 1,800 people across 12 offices globally.