Project Expedition is hiring a Front Line Client Experience Team Leader

A rapidly expanding travel and tourism enterprise is seeking an experienced professional to support clients and guide a Front Line Customer Service team. Our Customer Service Department directly interacts with clients, addressing inquiries and troubleshooting through multiple communication channels. We desire a candidate who excels in management, motivates performance, builds teamwork, and promotes employee development. The ideal candidate will demonstrate leadership and share our commitment to exceptional customer experiences. Responsibilities: - Direct and supervise a team of 7-10 front line customer support representatives. - Deliver prompt, professional client support via live chats, phones, and emails. - Create and implement team objectives and KPIs aligned with organizational goals. - Manage team training and development to ensure continuous performance improvement. - Promote employee growth and support internal career advancement opportunities. - Establish customer service protocols to enhance satisfaction and operational efficiency. - Collaborate across departments to leverage customer feedback for product enhancement. - Conduct data analysis to identify support trends and improvement areas. - Professionally manage escalated customer concerns in a timely manner. The Ideal Candidate: - Minimum 3-5 years management/leadership experience in support environments. - Proven track record within high-performing customer service teams. - Exceptional leadership skills with strong emphasis on leading by example. - Outstanding communication and interpersonal capabilities. - Demonstrated ability to develop customer support strategies and processes. - Advanced analytical skills with reporting and data analysis expertise. - Capable of independent and collaborative work in a fully remote setting. - Native-level English proficiency. Role details/hours: Full-time remote position with flexible scheduling options: - Sun-Thu 8:00AM-5PM EST - Tue-Sat 8:00AM-5PM EST - Mon-Fri 8:00AM-5PM EST Benefits: - Biannual company bonus (up to $3,000) - 15 days leave (increasing to 20 days after 2 years) - Comprehensive healthcare plan - 401K retirement program - $500 annual remote work budget - $250 annual training allocation - TSA Precheck membership - Annual tour credits - Extensive employee tour discounts Additional Information: - Hiring across U.S., excluding California and New York - Remote position requires U.S. residency - Limited remote work in alternative destinations Our organization is experiencing rapid growth, promising an evolving role with opportunities to significantly impact company development. This position suits adaptable professionals who thrive in dynamic environments, work independently, and consistently seek innovative solutions. Compensation Range: $50K - $60K