Job Overview
Employment Type
Full-time
Compensation
Type:
Salary
Rate:
Range $151,000.00 - $178,000.00
Work Schedule
Standard Hours
Flexible
Benefits
competitive compensation
Equity ownership
20 vacation days
12 public holidays
Medical Plans
Dental Insurance
Vision Insurance
Gym subscription
Life insurance
Disability insurance
401(k) plan with Company Match
Pet insurance
Paid parental leave
paid volunteer time
Work from anywhere days
paid sabbatical
Relocation support
wellbeing support
Job Description
Perk, formerly known as TravelPerk, is a leading intelligent platform focused on travel and spend management. The company targets the elimination of time-consuming, manual tasks that hinder productive work by automating processes like travel bookings, expense management, and invoice processing. This innovative approach helps organizations save significant time and resources, enhancing morale and fostering innovation. Established in 2015, Perk has grown into a global powerhouse that serves over 10,000 companies worldwide, including well-known clients such as Wise, On Running, Breitling, and Fabletics. By addressing the widespread problem of lost productivity — which amounts to 7 hours per employee every week... Show More
Job Requirements
- Bachelor's degree or equivalent experience
- 8-10+ years of experience in customer care leadership roles
- Proven ability managing large teams both in-house and outsourced
- Experience working in technology-driven or high-growth business environments
- Strong project management and process improvement skills
- Excellent verbal and written communication skills in English
- Data-driven decision-making ability
- Willingness to be based in Chicago with possible relocation support
- Ability to work in a fast-paced, high-growth environment
- Comfortable leading cross-functional teams and initiatives
Job Qualifications
- 8-10+ years of experience leading large-scale Customer Care teams
- Proven success managing both in-house and outsourced operations
- Experience in technology-driven or high-growth environments, travel industry a strong plus
- Demonstrated ability to build and develop high-performing, customer-centric teams
- Strong process orientation and project management background
- Excellent communication skills in English, both verbal and written
- Data-driven and analytical with a track record of using insights to drive improvements
- Hands-on leader with a proactive, pragmatic, and collaborative approach
- Experience with Zendesk or similar CX platforms preferred
Job Duties
- Lead and scale the North America Customer Care organization of 400+ in-house and outsourced professionals
- Set and achieve performance targets and financial outcomes across all service areas in North America
- Collaborate with Senior Directors of Global Operations, Operational Excellence, Planning and Workforce Management to design and execute regional customer care strategy
- Manage key performance indicators such as response times (SLAs) and customer satisfaction (CSAT) and ensure continuous improvement
- Partner with cross-functional teams including Workforce Management, Account Management, Sales, and Product to problem solve and implement processes
- Foster a culture of accountability, continuous learning, and data-driven decision making
- Develop and mentor team members within the organization
- Oversee multiple initiatives impacting the North America region while remaining hands-on and adaptable
- Own key regional KPIs and deliver measurable improvements in customer satisfaction (CSAT/NPS), service level agreements (SLA), churn, employee engagement and retention, and operational efficiency/productivity
Job Qualifications
Experience
Expert Level (7+ years)
Job Location
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