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 conversion rates and streamline the process from initial inquiry to repeat guest.

• Track key performance indicators related to bookings, guest satisfaction, and artist wellbeing.

• Work alongside the guest experience manager to oversee the complete guest journey, managing bookings, decision-making, experience-related issues, follow-ups, CRM management, templates, workflows, and the SOPs that facilitate care without compromising the essence of the service.

• Assist artists with onboarding by collecting assets, providing guidance, co-designing, editing, and offering support.

• Address areas of confusion for guests and the support required by artists.

• Resolve time-sensitive challenges across various time zones, cultures, and contexts.

• Ensure timely communication wherever guests and artists reach out.

⛳️ Requirements

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

• Exceptional writing, editorial, visual, and experience design abilities.

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

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

🏝️ Benefits

• Health insurance.

• Complimentary and discounted VAWAA experiences.

• Equity options ranging from 0.25% to 0.5% or profit-sharing opportunities.