project-expedition - Head of Client Experience

Remote - New York, United States$80k - $90k4mo ago

Remote Director NA Fintech E-commerce Head of Customer Experience Customer Success Team Management Staff Development Customer Relations E-commerce

Requirements

• 6–10+ years in Customer Support / Client Experience / Customer Success, including 3+ years managing managers or leading a department. • Proven track record scaling support in a high-volume environment (marketplace, travel, e-commerce, logistics, fintech, or similar). • Experience leveraging AI and technology to drive an organization forward. • Strong analytical mindset: you’re comfortable with dashboards, metrics, cohorts, and using data to drive decisions. • Excellent written communication and judgment. You can coach tone, clarity, and empathy—and handle escalations yourself when needed. • Experience building systems: SOPs, playbooks, QA frameworks, onboarding and training programs. • Strongly preferred • Travel, hospitality, marketplace, or time-sensitive operations experience. • Experience partnering closely with Product/Engineering on tooling improvements. • Experience with automation, self-service, and/or AI-assist for support. • Familiarity with international customer bases and multi-time-zone, 24/7 teams. • You’ll thrive here if you… • Love making “exceptional service” a differentiator. • Are equal parts operator (process, metrics, execution) and leader (coaching, culture, standards). • Get satisfaction from reducing chaos through systems—and still stay human and empathetic. • Know how to balance policy with judgment and do the right thing for the customer without creating precedent risk.

Responsibilities

• Manage team leads and support specialists across channels (email, chat, and phone). • Leverage AI and technology to develop scalable efficiencies. • Coach, develop, and retain top talent; create clear career paths and standards of excellence. • High-quality, personal service is a USP – it should not be automated, it should be augmented. Leverage AI and technology to empower the team to achieve better metrics and deliver better service. • Own key metrics: CSAT/NPS, SLA/response time, resolution time, reopen rate, QA scores, contact rate, escalation rate, refunds/chargebacks (where applicable). • Establish QA program and calibration routines that are fair, consistent, and measurable. • Improve workforce planning: schedules, coverage models, training ramps, and peak-season readiness. • Leverage data analysis to identify opportunities for growth, efficiency, and improvement. • Improve retention and customer loyalty by ensuring every interaction builds trust. • Partner with Product/Engineering on support tooling—including AI assist, automation, and analytics—without sacrificing quality. • Bring clarity and recommendations to leadership: what’s working, what’s broken, what needs investment. • Taking ownership – even when it means personally responding to clients and handling escalations.

Benefits

• Support is central to our strategy and growth—not an afterthought. • You’ll have real influence on systems, staffing, tooling, and customer outcomes. • You’ll lead a team that touches every part of the business and directly helps to drive sales. • Annual company bonus (up to a total of $3,000, based on company targets - 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 • Annual Project Expedition tour credits of $750 • Employee discounts on thousands of tours and activities