Customer Care Team Leader

About Us

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.

We're trusted by more than 10,000 companies worldwide, including Wise, On Running, Breitling, and Fabletics, and we're tackling the 7 hours of lost productivity per employee each week, a $1.7 trillion problem http://www.perk.com/shadow-work-report.

Founded in 2015, 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.

At Perk, we're 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.

Visit www.perk.com http://www.perk.com to learn more.

Join Perk as we scale our Customer Care function for Spend, a chance to lead a team at the sharp end of a fast growing area of the business, with real input into how we operate as we grow.

About the role

Reporting to the Head of Care for Spend, you'll own day to day performance and coaching for your team, act as the first point of escalation, and have a direct line into shaping process and tooling improvements alongside Product, Engineering, and Ops Excellence. This isn't a role where you just manage a queue, it's one where your input actually changes how the team works.

Why this role

- High growth environment where Team Leaders shape process, not just execute it

- Clear path to develop your people leadership at a company investing in scaling Care

- You will work closely with our Account Management team, Tooling and the Operational Excellence team.

What You'll Do

- Coach and manage performance for your team (1:1s, feedback, development)

- Own operational metrics, SLAs, CSAT, backlog, quality

- Handle complex escalations alongside the Escalations & Complaints Manager

- Support onboarding, training, and knowledge sharing

- Partner with Product, Engineering, and Ops Excellence to fix root cause issues

What We're Looking For

- 3+ years in Customer Support/Care (SaaS or tech environment)

- 1+ years leading or coaching a team

- Experience managing performance and escalations

- Strong stakeholder management and prioritisation skills

What we offer

- Receive competitive compensation and equity ownership in Perk.

- Rest and recharge with our generous allocation of vacation days plus public holidays.

- Take control of your physical health with your choice of private healthcare or a gym allowance.

- Know that your loved ones are protected financially through your Life Insurance if the worst were to happen.

- Join our unforgettable Perk events, including our spectacular annual summer party.

- 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.

- Make your money go further with our flexible compensation plan.

- Focus on your family with 17 weeks' paid parental leave during your child's first year.

- Contribute to your community with 16 paid hours per year to spend volunteering for your dearest charitable causes.

- Broaden your horizons with up to 20 "Work from Anywhere" days per year.

- Nurture your language skills with in real-life English, Spanish and Catalan lessons.

- Follow your passions and take a four-week, fully paid sabbatical once you reach 5 years

- Let us help you move to one of our hubs with relocation support.

Interview Process

- Talent Acquisition Interview - 15 mins Virtual

- Assessment to be completed within specified timeframe

- Assessment interview - 30-45mins - In Person

- Final Interview

AI at Perk (ensure you add this in all your job ads)

AI is embedded in how we work across every function. The tools you'll use day-to-day are AI-enabled, so you can move faster and spend more time on the work that matters. 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 ex