Project Expedition is hiring a Head of Client Experience

At Project Expedition, we are hiring a Head of Client Experience. You will lead the function responsible for scaling exceptional service through technology and AI augmentation. This role owns day-to-day performance, systems, coaching, and strategy to turn support into a measurable competitive advantage.

What You'll Do

• Manage team leads and support specialists across email, chat, and phone channels.
• Leverage AI and technology to develop scalable efficiencies and empower the team.
• Coach, develop, and retain top talent; create clear career paths and standards of excellence.
• Own key metrics: CSAT/NPS, SLA/response time, resolution time, reopen rate, QA scores, contact rate, escalation rate, refunds/chargebacks.
• Establish a fair, consistent, and measurable QA program and calibration routines.
• Improve workforce planning: schedules, coverage models, training ramps, and peak-season readiness.
• Leverage data analysis to identify opportunities for growth, efficiency, and improvement.
• Partner with Product/Engineering on support tooling—including AI assist, automation, and analytics—without sacrificing quality.
• Bring clarity and recommendations to leadership on what's working, broken, or needs investment.
• Take ownership by personally responding to clients and handling escalations when needed.

What We're Looking For

• 6–10+ years in Customer Support, Client Experience, or Customer Success.
• 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: comfortable with dashboards, metrics, cohorts, and using data to drive decisions.
• Excellent written communication and judgment; ability to coach tone, clarity, and empathy.
• Experience building systems: SOPs, playbooks, QA frameworks, onboarding and training programs.

Nice to Have

• 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.

Team & Environment

You will manage team leads and support specialists. At Project Expedition, support is central to our strategy and growth—not an afterthought. You’ll have real influence on systems, staffing, tooling, and customer outcomes, leading a team that touches every part of the business and directly helps to drive sales.

Benefits & Compensation

• Annual company bonus (up to $3,000, based on company targets).
• 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 of $500.
• Annual training budget of $250.
• TSA Precheck.
• Annual Project Expedition tour credits of $750.
• Employee discounts on thousands of tours and activities.