Customer Care Team Leader - Spend Platform

📋 Description

• • 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.
• • 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.
• • 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.
• • 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
• • 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
• • 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.
• • Talent Acquisition Interview - 15 mins Virtual
• • Assessment to be completed within specified timeframe
• • Assessment interview - 30-45mins - In Person
• • Final Interview
• • 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.
• • 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.
• • That reflects how we work every day.
• • At Perk, we take an IRL-first approach to work, where our team works together in-person 3 days a week.
• • As such, this role requires you to be based within commuting distance of our hubs.
• • We fundamentally believe in the value of meeting in real life to improve connectivity, productivity, creativity and ultimately making us a great place to work.
• • 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.
• • Do not forget to submit an updated portfolio and/or resume.
• • Perk is a global company with a diverse customer base, and we want to make sure the people behind our product reflect that.
• • We’re an equal opportunity employer, which means you’re welcome at Perk regardless of how you look, where you’re from, or anything else that makes you, well, you.
• • Protect Yourself from Recruitment Scams
• • All official communication from Perk will always come from email addresses ending in @perk.com or @externalperk.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.
• • If you receive a message claiming to be from Perk that seems suspicious, please do not respond.
• • Forward it to security [at] perk .com, and we will confirm whether it is legitimate.
• • #LI-Hybrid