Head of Client Experience

Position Overview

Now Hiring: Head of Client Experience

Location: Remote (U.S. – excluding NY & CA)

Compensation: $80,000 to $90,000

Benefits:

✨ Annual bonus up to $3,000 based on company targets🌴 15 days PTO (increases to 20 days after 2 years)🏥 Healthcare plan with $9K company contribution and fully covered options💰 401(k) retirement plan🏠 $500 annual work-from-home stipend📚 $250 annual training budget✈️ TSA Precheck reimbursement🌍 $750 annual Project Expedition tour credit

🎟 Employee discounts on thousands of tours and activities

Lead the Future of Customer Experience — Powered by People + Technology

At Project Expedition, we believe exceptional service should be a competitive advantage — not a cost center.

We’re looking for a tech-forward Head of Client Experience who knows how to scale high-performing support teams without losing the human touch that customers love.

This is a leadership role for someone who understands that the future of support is people empowered by great systems, smart workflows, and AI-assisted tools — not automation replacing humans.

If you love building strong teams, improving systems, and turning customer support into a measurable growth drive, this could be the perfect opportunity.

What You’ll Do

As the Head of Client Experience, you’ll lead the strategy, systems, and daily performance of our support organization.

You’ll help transform our already strong service into world-class, scalable support operations.

Team Leadership

• Manage and develop team leads and support specialists across email, chat, and phone channels
• Coach team members to deliver empathetic, high-quality service
• Build clear career paths, training programs, and performance standards

Operations & Performance

• Own key customer experience metrics including:
• CSAT / NPS
• SLA & response times
• Resolution times
• QA scores
• Escalation rates
• Refunds & chargebacks
• Establish quality assurance programs and calibration routines
• Improve workforce planning, scheduling, and peak-season readiness

Systems, AI & Innovation

• Implement AI and technology tools that help the team work faster and smarter
• Partner with Product and Engineering on support tooling, analytics, and automation
• Build scalable SOPs, playbooks, and workflows
• Use data insights to improve efficiency and customer loyalty

Customer Experience Ownership

• Lead escalations and complex customer issues
• Ensure every interaction builds trust, loyalty, and long-term relationships
• Provide leadership with clear recommendations on what’s working, what needs improvement, and where to invest

What We’re Looking For

Required Experience

• 6–10+ years in Customer Support, Client Experience, or Customer Success
• 3+ years managing managers or leading a support department
• Experience scaling support in high-volume environments such as:
• Travel
• Marketplace platforms
• E-commerce
• Logistics
• Fintech
• Strong analytical mindset with experience using data dashboards and performance metrics
• Excellent written communication and escalation management
• Experience building support systems, SOPs, QA frameworks, and training programs
• Experience leveraging AI or technology to improve support operations

Preferred Experience

• Travel, hospitality, or marketplace operations
• Working with Product or Engineering teams on tool improvements
• Experience with automation, self-service, or AI-assisted support
• Managing global or multi-time zone support teams

You’ll Thrive Here If You…

✔ Believe exceptional service is a true business differentiator✔ Love building systems that reduce chaos and improve efficiency✔ Are both a strong operator and an inspiring leader✔ Balance policy with human judgment when helping customers✔ Enjoy improving processes while still rolling up your sleeves when needed

Why Join Project Expedition?

Customer experience is central to our strategy and growth — not an afterthought.

In this role, you’ll have direct influence on:

• Support systems and tools
• Team structure and staffing
• Customer experience strategy
• Operational performance across the company

You’ll also lead a team that touches every part of the business and directly supports revenue growth.

Additional Information

While we are excited to grow our team, we are currently unable to hire candidates residing in New York or California.

Pay Range

USD $80,000.00 - USD $90,000.00 /Yr.