Director Of Customer Care Operations (Europe)

TL;DR

Director of Customer Care Operations (Europe): Leading and scaling the European Customer Care organization, managing both in-house and outsourced professionals to deliver world-class service with an accent on customer satisfaction, team performance, and operational excellence. Focus on setting and achieving performance targets, driving continuous improvement, and fostering a culture of accountability and data-driven decision-making.

Location: Must be based within commuting distance of the Barcelona hub. Relocation assistance available to Barcelona, Spain.

Company

hirify.global is the intelligent platform for travel and spend management, automating travel bookings, expenses, and invoice processing for over 10,000 companies worldwide.

What you will do

• Lead and scale the European Customer Care organization of 700+ in-house and outsourced professionals.
• Set and achieve performance targets and financial outcomes across all service areas in Europe.
• Design and execute the regional customer care strategy aligned with global goals.
• Take responsibility for key performance indicators such as response times (SLAs) and customer satisfaction (CSAT) scores.
• Partner with cross-functional teams to problem solve and ensure productive communication and implementation of processes.
• Foster a culture of accountability, continuous learning, and data-driven decision making.

Requirements

• 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.
• Excellent communication skills (verbal and written) in English.
• Data-driven and analytical, with a track record of using insights to drive improvements.

Nice to have

• Experience with Zendesk or similar CX platforms preferred.

Culture & Benefits

• Competitive compensation and equity ownership in hirify.global.
• Generous allocation of vacation days plus public holidays.
• Private healthcare or a gym allowance.
• Life Insurance.
• Up to 20 "Work from Anywhere" days per year.