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 sc