Customer Experience Specialist - German Speaker

Job description

About Us Perk (formerly TravelPerk) is the intelligent platform for travel and spend management. Built to tackle the time-consuming, manual work that gets in the way of real work, our tools automate everything from travel bookings to expenses, invoice processing, and more. By eliminating this shadow work that wastes hours, erodes morale, and saps innovation, we're on a mission to power real work, with real impact. We're trusted by more than 12,000 companies worldwide, including On Running, Breitling, and Fabletics, and we're tackling the 7 hours of lost productivity per employee each week, a $1.7 trillion problem https://www.perk.com/shadow-work-report. Founded in 2015, Perk has grown into a global company of more than 1,800 people across 12 offices globally, with headquarters in London and Boston. We combine innovation, control, and simplicity to transform how businesses work and how people feel at work. At Perk, we're driven by our values, like being an owner, delivering a 7-star experience, and working as one team. We value curiosity, purpose, and mindset, not just knowledge, to unlock the power in your potential. Our talent team brings together leading minds from the travel, fintech, and SaaS industries, representing over 70 countries. If you're excited about having a real impact and shaping how millions of people experience work, we'd love you on the team. Visit www.perk.com http://www.perk.com to learn more. ABOUT THE ROLE Join Perk as a key member of our Customer Care team, where you will play a pivotal role in delivering exceptional customer experiences. As a representative of Perk, you’ll help resolve a variety of inquiries, provide insightful support, and ensure every interaction contributes to our commitment to excellence. In this role, you’ll collaborate with cross-functional teams and learn our ever-evolving product suite, helping customers navigate their needs while upholding our values of transparency, empathy, and efficiency. WHAT YOU’LL DO - Respond to customer queries via email and phone in a timely and knowledgeable manner - Troubleshoot and resolve issues while providing accurate information and following up as needed - Document interactions and escalate complex cases to the appropriate teams - Ownership of incoming requests from customers, including the creation of tickets for the internal organization - Ownership for tracking-to-resolution of recorded incidents or bugs - Answering and handling customer inquiries for our customers in Germany, Switzerland, and the rest of Europe - Internally, you’re the first point of contact for knowledge on the operational use of our software WHAT WE’RE LOOKING FOR - Background in finance and or accounting is a strong plus - Operational experience with a high turnover of external customer inquiries and internal clarifications from the team is a plus - Ability to handle a variety of tasks at a high frequency - Structured and detail oriented approach to work - Fluency in English and German, additional languages are a plus WHAT WE OFFER - 30 days of annual leave to rest and recharge, plus all public holidays. - Your choice of perk: a gym membership (Urban Sports Club) or a BVG public transport ticket. - Competitive compensation paired with equity in Perk. - Unforgettable team experiences, including our annual summer party. - Comprehensive wellbeing support through Spring Health, offering fast access to 12 therapy and 12 coaching sessions for you and your loved ones. - Flexible compensation options to help your money go further. - 17 weeks of paid parental leave during your child’s first year. - 16 paid volunteer hours each year to give back to causes you care about. - Up to 20 “Work From Anywhere” days annually to explore the world while staying connected. - A fully paid four-week sabbatical after five years with Perk. Interview Process Talent Acquisition Interview - 30mins Virtual Assessment + Team manager interview - Virtual Final interview - 30mins In Person AI at Perk 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. In practice, that means using AI to research and prioritise accounts, draft and refine outreach, handle customer interactions more effectively, synthesise information, and cut through shadow work - the invisible tasks that pull people away from the work only they can do - so you can focus on relationships and outcomes. 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. How We Work 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 http://perk.com or @externalperk.com http://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