Technical Support Manager - Spend

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. Join Perk as we scale the technical capabilities of our Spend Customer Care organization. This is a unique opportunity to lead the evolution of our Level 2 support function, helping build a highly technical team that works hand-in-hand with Engineering to solve complex customer problems and continuously improve how we support our product. About the role Reporting to the Head of Care for Spend, you'll lead our Technical Support Specialists while acting as the technical bridge between Customer Care and Engineering. You'll be responsible for raising the technical maturity of the team, improving technical workflows and tooling, and enabling Customer Care to resolve increasingly complex issues independently. This is a hands-on technical management role where you'll coach others, partner closely with Engineering, help shape the future of technical support at Perk, and improve the L2/L3 collaboration model. Why this role - Lead the technical evolution of Customer Care in one of Perk's fastest-growing product areas - Work closely with Engineering to improve tooling, workflows, and customer outcomes - Build a highly capable technical support team through coaching, mentoring, and technical leadership - Help shape how Customer Care leverages automation and AI to scale technical support What You'll Do - Lead L2 customer care: own the team responsible for the most complex, escalated customer issues that L1 support cannot resolve. - Manage hands-on technical support specialists: hire, coach, and grow a team of technically strong specialists; set expectations, review case quality, and provide technical mentorship (not just people management). - Debug alongside your team: get into the weeds on production issues yourself: read stack traces, review relevant code paths, query databases, and use observability tools to find root cause. - Deep-dive into logs: investigate application, API, and infrastructure logs to diagnose customer-reported issues, distinguishing product bugs from configuration, integration, or data issues. - Own technical escalations: act as the primary interface between customer care and engineering/product teams for issues requiring code changes, hotfixes, or architectural input. - Drive resolution, not just triage: ensure issues are actually solved and don't just get passed along; track time-to-resolution and repeat-issue rates. - Build tooling and process: identify recurring issues and work with engineering to fix them at the source; build internal runbooks, diagnostic tooling, and self-service resources for the team. - Report on health and trends: analyze ticket data, SLA/SLO performance, and escalation patterns; present insights to leadership on product quality and support health. - Coordinate incident response: represent customer care during major incidents, translating technical impact into customer communication and vice versa. What We're Looking For - 5+ years in Technical Support, Product Support, or Engineering-adjacent Customer Care within a SaaS or tech environment, with at least 2+ years managing a team of engineers or technical support staff. - Ability to read and reason about code (e.g., Python, JavaScript/TypeScript, Go, or whatever your primary stack is) - you don't need to ship production code daily, but you should be comfortable tracing logic, spotting bugs, and having credible technical conversations with engineers. - Familiarity with REST/GraphQL APIs, and comfort troubleshooting with tools like Postman, curl, or browser dev tools. - Understanding of system architecture concepts (services, queues, caching, networking basics) sufficient to reason about where in a system a failure originates. - Experience with ticketing/support platforms (e.g. Zendesk, Jira Service Management, Intercom) and incident tools. - Track record of managing L2/L3 support functions, including escalation processes and SLA ownership. - Experience working directly with engineering teams - filing detailed bug reports, participating in triage, and influencing product roadmap based on support trends. - Strong written and verbal communication; able to translate deep technical detail into clear updates for both customers and executives. What we offer - Receive competitive compensation and equity ownership in Perk. - Rest and recharge with our generous allocation of vacation days plus public holidays. - Take control of your physical health with your choice of private healthcare or a gym allowance. - Know that your loved ones are protected financially through your Life Insurance if the worst were to happen. - Join our unforgettable Perk events, including our spectacular annual summer party. - Always feel supported with Spring Health, our market-leading wellbeing partner, providing fast, comprehensive access to 12x therapy and 12x coaching sessions for you and your loved ones. - Make your money go further with our flexible compensation plan. - Focus on your family with 17 weeks’ paid parental leave during your child’s first year. - Contribute to your community with 16 paid hours per year to spend volunteering for your dearest charitable causes. - Broaden your horizons with up to 20 "Work from Anywhere" days per year. - Nurture your language skills with in real-life English, Spanish and Catalan lessons. - Follow your passions and take a four-week, fully paid sabbatical once you reach 5 years - Let us help you move to one of our hubs with relocation support. Interview Process Talent Acquisition Interview - 30mins Virtual Hiring Manager interview - 30mins - In Person in Barcelona office Technical Interview - 60mins - Virtual Final Values interview - 30mins - Virtual 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