Director of Client Experience

🔥 0 minutes ago

🌾 Nebraska, New Jersey – Remote

🌾 Nebraska – Remote 🏖️ New Jersey – Remote

💵 $100k - $125k / year

⏰ Full Time

🔴 Lead

👔 Director

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Travefy

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2012

✈️ Travel

📣 Marketing

☁️ SaaS

💰 $50k Seed Round - Tripeese on 2013-04

Travel • Marketing • SaaS

Travefy is a SaaS platform built for travel advisors, agencies, tour operators, DMCs, and DMOs that centralizes itinerary building, proposals, CRM, website and marketing tools, and mobile trip experiences. It provides a drag-and-drop itinerary builder, proposal and quote tools, invoicing and commission tracking in a secure CRM, branded website and landing page creation, a mobile app with live flight updates and offline access, and integrations with hundreds of suppliers to streamline travel business operations and client communication.

📋 Description

• Own and elevate the CX Support and CX Trainer teams • Lead the strategy, systems, metrics, and people for client experience support • Hire, coach, and develop CX Support and CX Trainer professionals • Set goals, career paths, performance metrics, and feedback standards • Lead during high-volume or high-stakes situations and participate in support queues, training, and escalations • Own Intercom Fin end to end, including tuning, content sources, guidance, handoff rules, and resolution quality • Build workflows, macros, routing, and automations for support • Use AI to improve the quality and speed of human responses • Own help documentation, training materials, and onboarding content • Ensure onboarding and ongoing education drive product adoption and customer confidence • Own and maintain client experience metrics, reporting, playbooks, and workflows • Build and analyze reports in Intercom, HubSpot, and analytics tools • Identify trends, risks, and product issues before they lead to churn • Act as the voice of the customer inside the company

🎯 Requirements

• 3+ years leading a support or client experience team at a SaaS company • Experience with high-volume, multichannel support work • Hands-on depth in Intercom, including Fin • Experience configuring, reporting on, and improving Intercom • Direct experience deploying or running an AI support agent with measurable results • Track record of improving support metrics through leadership and operational change • Ability to build reports, understand metrics, and use data for decisions • Ability to learn and master the supported product quickly • People leadership and coaching experience • Ownership mindset and willingness to execute directly when needed • Willingness to work hands-on in support queues, training, or escalations • Travel industry experience, small-business or solopreneur customer experience, and building a CX function from a lean base are nice to have • Must not require immigration sponsorship or additional/permanent work authorization sponsorship now or in the future to work in the United States

🏖️ Benefits

• Health, Dental & Vision insurance for you and your family • Life and Disability insurance • 401(k) with automatic company contribution • Flexible Time Off • Annual Travel Stipend • Annual all team retreat to connect the whole company in person • Technology stipend • Learning budgets • Real ownership of a function