Head of Client Experience
New
P
Project ExpeditionTravel Technology
Remote (US)Full-TimeManager
Salary80,000 - 100,000 USD per year
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Job Details
- Experience
- 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.
- Required Skills
- Data AnalysisTeam managementCustomer support
Requirements
- 6–10+ years in Customer Support, Client Experience, Customer Success, or Travel Operations.
- 3+ years experience managing managers or team leads.
- Proven experience scaling support operations in high-volume, time-sensitive environments.
- Hands-on leadership experience handling tickets and escalations.
- Experience implementing AI, automation, or agent-assist tools in support workflows.
- Strong analytical skills with experience in metrics, dashboards, and operational reporting.
- Demonstrated ability to build SOPs, playbooks, and QA frameworks.
- Experience in travel, hospitality, or marketplace industries is strongly preferred.
- Ability to balance policy, business judgment, and customer empathy.
- Excellent written communication and tone.
Responsibilities
- Lead, coach, and develop team leads and support specialists.
- Spend regular time in the ticket queue to identify pain points and product gaps.
- Personally handle escalations and high-stakes customer issues.
- Master internal products, booking flows, and supplier workflows.
- Own key metrics including CSAT, SLEs, and QA scores.
- Establish and refine QA programs, SOPs, and training materials.
- Oversee workforce planning, scheduling, and seasonal readiness.
- Analyze data to drive operational and product improvements.
- Partner with Product and Engineering on support tooling and AI-assist initiatives.
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