Customer Care Learning and Development Lead

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 10,000 companies worldwide, including Wise, On Running, Breitling, and Fabletics, and we’re tackling the 7 hours of lost productivity per employee each week, a $1.7 trillion problem.

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 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 to learn more.

About the Role

The L&D lead will be instrumental in the professional development and performance enhancement of our Customer Support agents. The role will be crucial to centrally supervise and manage the quality of training functions across our outsourced Customer Care Hubs through robust training Programs ensuring an optimal performance and speed to proficiency after training.

What you’ll do

Act as the Central Team supervising and ensuring adherence to Perk.com's training standards and delivery quality within the outsourced hubs.

Support Train the Trainers Programs across Hubs and the implementation of new Hubs developments.

Conduct regular audits, observations and feedback sessions with outsourced trainers to maintain high-quality delivery.

Serve as the primary point of contact between Perk L&D and the training teams within the outsourced hubs regarding new content, feature rollouts and performance feedback.

Measure the success of the learning path by analyzing agent performance data and identify where the curriculum needs improvement or where a trainer needs coaching.

Provide immediate, structured coaching and feedback to trainers in the Hubs and collaborate with the L&D Designer to improve the curriculum and learning content.

Ensure the training calendar and throughput rates are kept updated and within targets.

Join weekly business review meetings to track progress and performance.

Support occasionally on the creation and delivery of engaging and effective training sessions, if required.

What we are looking for

L&D Experience: 3+ years of experience in corporate training, instructional design or facilitation, preferably within a fast-paced Customer Support or Operations environment.

Organizational Skills: Exceptional organizational and scheduling abilities with a meticulous approach to record-keeping.

Cross cultural Communication: Excellent verbal and written communication skills with the ability to adapt messaging for different learning styles and regional needs.

Travel Tech Experience: Experience with GDS (Amadeus, Sabre, Travelport) or complex logistics/booking platforms is highly preferred.

Strong coaching and mentoring abilities.

Travel Opportunity: availability to travel once a quarter to our outsourced Hubs (worldwide).

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 or @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.