Project Expedition

Head of Client Experience

Remote (US)

Sponsorship not specifiedDetected 165 days ago

LogisticsCustomer SuccessCustomer SupportLeadershipCommunicationMentoring

About the role

You will own the day-to-day performance of the Client Experience team, the systems that support it, and the service philosophy behind it.
Your mandate is to turn support into a measurable competitive advantage through operational excellence, product mastery, thoughtful AI adoption, and hands-on leadership.
You will lead our Client Experience function across email, chat, and phone, managing team leads and support specialists while staying close enough to the work to understand what is really happening on the front lines.
Lead, coach, and develop team leads and support specialists across email, chat, and phone.
Build a culture where leaders model the standard, not just measure it.
Own key operating metrics, including CSAT, SLEs, QA scores and other service-quality indicators.
Partner closely with Product, Engineering, Sales, and Supplier teams to improve support tooling, internal workflows, and the customer experience.

You are comfortable jumping into tickets, calls, escalations, workflows, and customer issues to understand the work and set the standard.
You are the type of leader who wants to learn the product deeply enough to diagnose issues, coach effectively, improve workflows, and represent the customer's voice internally.
You are comfortable with dashboards, metrics, cohorts, QA data, and operational reporting, and you know how to turn data into action.

Ability to balance policy, precedent, customer trust, and business judgment.
Travel, hospitality, marketplace, tour/operator, OTA, or time-sensitive operations experience.
Experience partnering with Product/Engineering on tooling, automation, AI-assist, self-service, or analytics improvements.
Experience improving both efficiency and service quality without making the customer experience feel robotic.
Believe exceptional service can be a true competitive advantage.
Are as comfortable in a dashboard as you are in a customer escalation.
Do not view frontline work as beneath leadership.
Like getting into the weeds, finding the pattern, fixing the system, and coaching the team through the change.

Personally handle escalations, difficult customer situations, VIP/advisor issues, and time-sensitive travel problems when needed.
Establish and improve QA programs, calibration routines, coaching cadences, SOPs, escalation paths, and training materials.
Improve workforce planning, scheduling, coverage models, training ramps, and peak-season readiness.
Use data to identify the root causes of customer friction and turn those insights into clear operational, product, or tooling improvements.
AI-assisted ticket triage, routing, prioritization, and summarization.

Annual company bonus, up to $3,000 based on company targets and 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)

someone who will learn the product deeply, understand our workflows, spend time in the queue, handle tickets when needed, take ownership of escalations, engage directly with customers, and coach the team from firsthand experience.
We are not looking for someone who wants to "automate customer service" at the expense of quality.
Currently, we are unable to hire employees residing in New York or California.
last-minute changes, disappointed customers, special requests, refunds, safety concerns, travel advisor relationships, and high-stakes moments where empathy and judgment matter.
We are looking for someone who understands how to combine AI, automation, better systems, and human judgment to deliver a higher level of service than either people or technology could deliver alone.

This listing is sourced directly from Project Expedition's careers page and normalized into a canonical job model.