Senior Director, Global Customer Care – Spend

About the role

Perk is seeking a Senior Director to lead its global Customer Care organization for the Spend product. This senior leader will shape vision, strategy, and operational excellence for a fast‑growing fintech solution.

Key responsibilities

• Lead and scale a global Spend customer care team of 50+ in‑house and outsourced professionals.
• Design and implement an operating model that supports rapid product growth and doubles year‑over‑year.
• Own and improve core KPIs such as SLA response times, CSAT/NPS, churn, and employee engagement.
• Partner with cross‑functional teams (WFM, Ops Excellence, Sales, Product) to build processes, tools, and automation.
• Foster a data‑driven, accountable culture while mentoring and developing team members.

Required profile

• Proven experience leading large‑scale Customer Care teams in technology‑driven or high‑growth environments.
• Strong process orientation and project‑management background.
• Excellent communication skills in English, both verbal and written.
• Hands‑on, proactive leadership style with a collaborative approach.

Required skills

• Experience with Zendesk or similar CX platforms.