Head of Client Experience

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

📋 Description

• Direct the strategy, systems, and daily operations of the support organization

• Oversee and nurture team leads and support specialists across various channels including email, chat, and phone

• Mentor team members to provide empathetic and high-quality service

• Develop career trajectories, training initiatives, and performance benchmarks

• Manage customer experience metrics such as CSAT/NPS, SLA, response times, resolution times, QA scores, escalation rates, refunds, and chargebacks

• Create quality assurance programs and calibration processes

• Enhance workforce planning, scheduling, and preparedness for peak seasons

• Deploy AI and technology solutions to boost team efficiency and speed

• Collaborate with Product and Engineering teams on support tools, analytics, and automation

• Develop scalable standard operating procedures (SOPs), playbooks, and workflows

• Utilize data insights to enhance efficiency and foster customer loyalty

• Manage escalations and intricate customer issues

• Advise leadership on performance, enhancements, and investment priorities

⛳️ Requirements

• 6–10+ years of experience in Customer Support, Client Experience, or Customer Success

• 3+ years of experience managing managers or leading a support department

• Proven track record in scaling support in high-volume settings such as travel, marketplace platforms, e-commerce, logistics, or fintech

• Strong analytical skills with experience in utilizing data dashboards and performance metrics

• Exceptional written communication and escalation management abilities

• Background in developing support systems, SOPs, QA frameworks, and training programs

• Experience in leveraging AI or technology to enhance support operations

• Preferred: experience in travel, hospitality, or marketplace operations

• Preferred: collaborating with Product or Engineering teams on tool enhancements

• Preferred: knowledge of automation, self-service, or AI-assisted support

• Preferred: experience managing global or multi-time-zone support teams

🏝️ Benefits

• Annual bonus potential of up to $3,000 based on company performance

• 15 days of paid time off (increases to 20 days after 2 years)

• Comprehensive healthcare plan with a $9K company contribution and fully covered options

• 401(k) retirement savings plan

• $500 annual stipend for work-from-home expenses

• $250 annual budget for training and development

• TSA Precheck reimbursement

• $750 annual credit for Project Expedition tours

• Employee discounts on thousands of tours and activities