Head of Client Experience

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🔥 15 minutes ago

🏄 California, New York – Remote

🏄 California – Remote 🗽 New York – Remote

💵 $80k - $100k / year

⏰ Full Time

🔴 Lead

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Project Expedition

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2015

🏨 Hospitality

📦 Logistics

✈️ Travel

Hospitality • Logistics • Travel

Project Expedition is an online travel marketplace that helps travelers discover, compare, book, and manage tours, activities, shore excursions and multiday trips worldwide. The platform lists experiences across global destinations, offers customer support, price-matching, flexible booking policies, and tools for travel advisors and tour operators to manage bookings and referrals. It primarily serves consumers while also providing enterprise and partner features for travel professionals.

📋 Description

• You will lead our Client Experience function across email, chat, and phone, managing team leads and support specialists while staying close enough to the work to understand what is really happening on the front lines. • Lead, coach, and develop team leads and support specialists across email, chat, and phone. • Spend regular time in the ticket queue and reporting to understand customer pain points, product gaps, process friction, and team execution. • Personally handle escalations, difficult customer situations, VIP/advisor issues, and time-sensitive travel problems when needed. • Learn and master the Project Expedition product, booking flows, supplier/operator workflows, advisor needs, internal tools, and customer journey. • Build a culture where leaders model the standard, not just measure it. • Own key operating metrics, including CSAT, SLEs, QA scores and other service-quality indicators. • Establish and improve QA programs, calibration routines, coaching cadences, SOPs, escalation paths, and training materials. • Improve workforce planning, scheduling, coverage models, training ramps, and peak-season readiness. • Use data to identify the root causes of customer friction and turn those insights into clear operational, product, or tooling improvements. • Partner closely with Product, Engineering, Sales, and Supplier teams to improve support tooling, internal workflows, and the customer experience.

🎯 Requirements

• 6–10+ years in Customer Support, Client Experience, Customer Success, Travel Operations, or a similar customer-facing function. • 3+ years managing managers, team leads, or a meaningful support/client experience organization. • Proven experience scaling support or service operations in a high-volume, time-sensitive environment such as travel, hospitality, marketplace, e-commerce, logistics, fintech, or similar. • A true lead-from-the-front mentality. You are comfortable jumping into tickets, calls, escalations, workflows, and customer issues to understand the work and set the standard. • Strong product curiosity. You are the type of leader who wants to learn the product deeply enough to diagnose issues, coach effectively, improve workflows, and represent the customer’s voice internally. • Practical AI and technology fluency. You have used, implemented, or meaningfully experimented with AI, automation, support tooling, knowledge-based systems, or agent-assist workflows to improve service quality and efficiency. • Strong analytical ability. You are comfortable with dashboards, metrics, cohorts, QA data, and operational reporting, and you know how to turn data into action. • Excellent written communication, tone, judgment, and customer empathy. • Experience building systems: SOPs, playbooks, macros, QA frameworks, escalation paths, onboarding programs, training programs, and performance standards. • Ability to balance policy, precedent, customer trust, and business judgment.

🏖️ Benefits

• Annual company bonus, up to $3,000 based on company targets and deferred eligibility. • 15 days of leave (increases to 20 days at 2 years tenure) • Company Healthcare Plan (Company contribution $9K with 2 completely covered plans) • 401K company plan • Annual work from home budget $500 • Annual training budget of $250 • TSA Precheck • Annual Project Expedition tour credits of $750 • Employee discounts on thousands of tours and activities