Job Overview
Location
Barcelona
Job Type
Full-time
Category
Software Engineering
Date Posted
May 26, 2026
Full Job Description
đź“‹ Description
- • Lead and scale the Europe Customer Care organization, managing over 700 in-house and outsourced professionals across Germany, Spain, UK&I, and France.
- • Set and achieve regional performance targets and financial outcomes that directly impact overall business profitability and customer experience metrics.
- • Design and execute the Europe customer care strategy in alignment with global goals, in partnership with Senior Directors of Global Operations, Operational Excellence, and Workforce Management.
- • Own and improve key regional KPIs including Customer Satisfaction (CSAT/NPS), Service Level Agreements (SLAs), churn rates, employee engagement, retention, and operational efficiency.
- • Ensure continuous improvement in response times and service quality by leveraging data-driven insights and analytics to inform decision-making.
- • Partner cross-functionally with Workforce Management, Operational Excellence, Account Management, Sales, and Product teams to implement processes, resolve operational challenges, and strengthen global infrastructure.
- • Foster a culture of accountability, continuous learning, and empowerment within the Customer Care teams across Europe.
- • Mentor and develop team leaders and managers to build high-performing, customer-centric teams with strong retention and engagement.
- • Remain hands-on and adaptable while overseeing multiple simultaneous initiatives impacting the European region.
- • Act as a trusted stakeholder across departments, ensuring seamless communication and alignment between Customer Care operations and broader business objectives.
- • Maintain deep visibility into operational performance, identifying bottlenecks and implementing scalable solutions to enhance productivity and service quality.
- • Drive initiatives that improve employee experience and reduce turnover within Customer Care teams through targeted development and recognition programs.
- • Utilize CX platforms such as Zendesk to monitor, analyze, and optimize customer interactions and team performance.
- • Ensure all operations adhere to Perk’s core values of delivering a 7-star experience, being an owner, and working as one team.
- • Support the global expansion of Customer Care by contributing insights and best practices from the European region to shape worldwide standards.
- • Maintain compliance with regional labor regulations and service standards while upholding Perk’s global operational framework.
- • Represent Customer Care Operations in executive discussions, translating team performance and customer feedback into strategic business recommendations.
🎯 Requirements
- • 8-10 years of experience leading large-scale Customer Care teams
- • Proven success managing both in-house and outsourced Customer Care operations
- • Experience in technology-driven or high-growth environments (travel industry preferred)
- • Demonstrated ability to build and develop high-performing, customer-centric teams
- • Strong process orientation and project management background
- • Excellent verbal and written communication skills in English
🏖️ Benefits
- • Competitive compensation and equity ownership in Perk
- • Generous allocation of vacation days plus public holidays
- • Choice of private healthcare or a gym allowance
- • Life Insurance coverage
- • Access to Spring Health for 12 therapy and 12 coaching sessions for you and your loved ones
- • 17 weeks’ paid parental leave during your child’s first year
- • Up to 20 "Work from Anywhere" days per year
- • Free real-life English, Spanish, and Catalan language lessons
- • Four-week fully paid sabbatical after reaching 5 years of service
- • Relocation support for moving to Barcelona
- • 16 paid hours per year for volunteering at charitable causes
- • Participation in annual Perk events including the summer party
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About Perk.com Inc.
Perk.com Inc. operates a cloud-based employee rewards and recognition platform that lets employers allocate points redeemable for merchandise, gift cards and experiences. The SaaS product integrates with HRIS and collaboration tools to automate milestone and peer-to-peer awards, provide analytics on engagement, and manage global tax-compliant fulfillment. Founded in 2010 and headquartered in Austin, Texas, the company serves mid-market to Fortune 500 clients seeking to reduce turnover and reinforce culture through real-time recognition programs.
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