Senior Director of Customer Care Spend (SaaS)

Location: Barcelona, Spain; hybrid, with in-person work 3 days per week and residence within commuting distance of a hirify.global hub required

Company

hirify.global is a global travel and spend management platform that automates travel bookings, expenses, invoice processing, and related operational work for businesses.

What you will do

• Set the global vision and operating strategy for Customer Care supporting the Spend product.
• Lead and scale a customer care organisation of more than 50 in-house and outsourced professionals.
• Build processes, tools, automation, and the operational model required to support rapid product growth.
• Own and improve KPIs including CSAT, NPS, SLAs, churn, employee engagement, retention, and productivity.
• Partner with Workforce Management, Operational Excellence, Account Management, Sales, and Product teams to solve problems and implement processes.
• Develop team members and foster accountability, continuous learning, and data-driven decision-making.

Requirements

• Proven experience leading large-scale Customer Care teams.
• Experience in technology-driven or high-growth environments; fintech or SaaS experience is advantageous.
• Demonstrated ability to build and develop high-performing, customer-centric teams.
• Strong process orientation, project management experience, analytical ability, and a track record of driving improvements through data.
• Excellent written and verbal communication skills in English.
• Experience with Zendesk or a similar customer experience platform is preferred.

Culture & Benefits

• In-person-first working model focused on connectivity, productivity, and collaboration.
• AI-enabled tools are used across functions to research, prioritise, synthesise information, and improve customer interactions.
• Relocation support may be available for certain roles.
• English is the official language in the office.
• Inclusive equal opportunity workplace with a diverse, global customer and employee base.