Head of Client Experience - Remote

Overview

Project Expedition is looking for a tech-forward Head of Client Experience to help us scale an organization that’s already known for exceptional service —without losing the personal touch our clients expect.

In Short

• 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.
• Own key metrics: CSAT/NPS, SLA/response time, resolution time, reopen rate, QA scores.
• 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.
• Bring clarity and recommendations to leadership regarding performance metrics.

Requirements

• 6–10+ years in Customer Support / Client Experience / Customer Success, including 3+ years managing managers.
• Proven track record scaling support in a high-volume environment.
• Experience leveraging AI and technology to drive organizational improvement.
• Strong analytical mindset with comfort in using data to drive decisions.
• Excellent written communication and judgment skills.
• Experience building systems: SOPs, playbooks, QA frameworks.

Benefits

• Annual company bonus (up to a total of $3,000, based on company targets).
• 15 days of leave (increases to 20 days at 2 years tenure).
• Company Healthcare Plan with significant contribution.
• 401K company plan.
• Annual work from home budget $500.
• Annual training budget of $250.
• TSA Precheck.
• Annual Project Expedition tour credits of $750.
• Employee discounts on thousands of tours and activities.