Customer Experience Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Delivering real-time assistance to customers during their journeys.

• Collaborating with local partners to address and resolve on-the-ground challenges.

• Performing regular check-ins with customers involved in any incidents.

• Executing mid-trip check-ins for all trips to proactively identify and address potential issues.

• Evaluating customer feedback and behavioral data to reveal trends, insights, and areas for enhancement.

• Conducting comprehensive post-trip evaluations to identify patterns and mitigate recurring problems.

• Partnering with Key Account Managers (KAMs) and Destination Management Companies (DMCs) to implement improvements based on feedback.

⛳️ Requirements

• A genuine alignment with Flash Pack's values, demonstrating them in your approach to customer experience and team collaboration.

• Strong analytical abilities to identify data trends and convert them into actionable operational enhancements.

• A proactive problem-solver who maintains composure under pressure.

• A collaborative team player who effectively engages across various functions (KAMs, DMCs, Pre-Trip).

• Highly customer-focused, passionate about delivering exceptional experiences, and knowledgeable about satisfaction metrics (NPS, CSAT).

• An excellent communicator who approaches sensitive customer situations with empathy and professionalism.

• A calm and methodical problem-solver eager to learn how to prevent issues and enhance support.

🏝️ Benefits

• Remote flexible - we are a remote-flexible business with employees across the globe.

• Flexible working hours - we understand that everyone has different peak productivity times.

• Transparent salary bandings with growth opportunities - our progression and compensation framework is completely transparent.

• Stock Options - all employees receive stock options after your first year of employment.

• Matched Pension - we will match your pension contributions up to 5% (UK employees only).

• Unlimited Mental Health & Wellbeing Support - access to therapy and counseling services.

• Enhanced Parental Leave - 16 weeks of full pay if you’re the primary caregiver.

• Enhanced and Flexible Annual Leave - you’ll enjoy 25 days of annual leave plus bank holidays and a day off for your birthday each year.

• Work from abroad - opportunity to work from abroad for 45 days a year.

• A diverse and inclusive team - we are deeply committed to diversity and inclusion.