Experience Operations Lead – Guests & Artists

This is a fully remote position, open to applicants in New York.

📋 Description

• Collaborate closely with the founder to enhance the experience layer of VAWAA.

• Increase booking conversions and streamline the process from initial inquiry to repeat guest.

• Track essential metrics that reflect bookings, guest satisfaction, and artist wellness.

• Work alongside the guest experience manager to manage the entire guest journey, including bookings, decision-making, experience challenges, follow-ups, CRM management, templates, workflows, and the standard operating procedures that enable scalable care while preserving the organization's essence.

• Assist artists with onboarding, asset collection, providing guidance, co-designing, editing, and offering support.

• Address areas of confusion for guests and the assistance needed by artists.

• Resolve urgent issues across different time zones, cultures, and contexts.

• Maintain prompt communication wherever guests and artists reach out.

⛳️ Requirements

• 2-4 years of experience in digital customer service.

• Strong skills in writing, editing, visual design, and experience design.

• At least 2 years of full-time experience in remote, computer-based roles that demand responsiveness and self-motivation.

• Proficiency in tools such as Streak, Customer.io, Helpscout, Zendesk, Front, Notion, Slack, Google Workspace, and AI tools.

🏝️ Benefits

• Health insurance.

• Free and discounted VAWAA experiences.

• 0.25%–0.5% equity or profit-sharing options.