Customer Experience Specialist (New York)

Job Description

Flash Pack is expanding and we're looking for an enthusiastic and eager Customer Experience Specialist to join our Customer Experience team. The focus of this role is to deliver exceptional service to our customers before, during and after they travel with Flash Pack.

Company mission

Flash Pack's mission is to create 1 million friendships through the power of travel and technology. In a world that increasingly plays out behind screens, we facilitate authentic friendships between people at the same life-stage. We are solving a unique problem for a prominent niche with our global brand appeal.

What you’ll be doing

• Customer Engagement and Satisfaction: You are responsible for managing all customer communication, which includes handling inquiries, gathering feedback, and addressing complaints. Your role is pivotal in ensuring Flashpackers have a smooth adventure and a positive experience.

• Educating Customers: You’ll be educating Flashpackers about their adventure, equipping them with the necessary information and resources for a seamless journey. Your guidance contributes to their overall satisfaction and enjoyment.

• Collaborative Partner Relations: You will work closely and productively with our local partners and internal teams. Your collaborative efforts aim to enhance the Flashpacker experience, fostering strong partnerships and driving improvements.

• Complex Problem Solving: You’ll be responsible for tackling intricate challenges and delivering world-class resolutions to issues that may arise during Flashpackers' adventures. Your ability to provide effective solutions is a critical component of your accountability.

• Continuous Improvement Advocate: You’ll approach all tasks with a commitment to continuous improvement. You’ll proactively offer insights and drive process enhancements to optimize the overall customer experience.

You’ll do this in line with our company values.

You’ll be measured and rewarded based on:

• KPI’s including: email response times, live chat response times, customer satisfaction, first response resolution, complaint resolution

• Customer retention

• Contribution to company and departmental goals

• Alignment with company values

• Team and interdepartmental collaboration and project contribution

Who you are

We want the right person so If you don’t quite hit all the criteria, you should still apply!

• Effective Task Management: You excel at simplifying complex tasks, maintaining focus, and executing efficiently

• Exceptional Communication: You possess excellent communication skills, consistently delivering clear and accurate messages

• Customer-Centric Approach: You genuinely enjoy engaging with new people and prioritize their satisfaction

• Passion for Travel: You have a real passion for travel, and this enthusiasm shines through in your work

• Calm Under Pressure: You thrive in high-pressure situations, demonstrating good judgment and composure

• Emotional Intelligence: You excel in emotional intelligence, placing a strong emphasis on active listening

• Continuous Learning: You maintain a growth mindset, constantly seeking opportunities for learning and growth

• Adaptability and Resilience: You embrace the adventure of working in a startup environment. You thrive in unpredictable situations, remaining flexible and comfortable in chaotic moments

• You’re nice: You demonstrate Humility and get that the team is more important than yourself

• Technological Aptitude: You are unfazed by new technologies and quickly adapt to them. You have the ability to learn and utilize web-based services effectively

What else

Salary: The salary range for this role is between $45,000 - 65,000 depending on experience.

We have trailblazer total pay transparency and allow you to choose your total compensation plan balancing salary and options to suit your personal financial goals.

Timings: This role will include working some weekends, evenings and public holidays.

Location: Although we are headquartered in the UK we are building a physical presence in the US. We are looking for a candidate in the New York area or you are able to travel to New York

Our Culture: We revolve around high performance, high conviction and humility. We value teamwork over grandiosity, great questions over corporate euphemisms and autonomy over conformity.

We care deeply about surrounding ourselves with ambitious, exceptional but humble people and believe that our culture is our greatest advantage against our competitors as well as thriving as the industry changes.

The Team:

Our Customer Experience team is the heart of Flash Pack's commitment to providing exceptional journeys for our travelers. With a global presence spanning the UK, USA, and Australia, our dedicated CX Specialists work together to ensure every Flashpacker's adventure exceeds their expectations.

The team is responsible for handling all customer communications, via phone, video call, email and live chat, from pre-trip inquiries to more complex complaints.

As a member of the Customer Experience team, you will have the opportunity to work in a fast-paced and exciting environment, supporting the department in providing exceptional customer service to our customers.

Benefits:

• You’ll get 20 days annual leave plus an extra day off on your birthday

• The opportunity to travel and experience a Flash Pack trip If you like to travel, we’re pretty good at that. We will support you to live and work abroad for 1 month

• Unlimited access to mental health & wellbeing therapy

• Full Healthcare

• A diverse and inclusive team, with people from all walks of life

• Quarterly company-wide socials in London, and regular spontaneous work events

• Stock options that mean something

Scroll down to the full list of benefits below.

Interview Process: (amend stages where necessary)

• Stage 1 - CV Walkthrough and activity with the CX Manager

• Stage 2 - Culture & Values interview with a member of the CX team

• Stage 3 - Meet a Founder, CPTO or CFO

Diversity & Inclusion

We’re led by a BAME, female CEO and building a diverse and inclusive team is incredibly important to us which is why we are building diversity and inclusion into the company hiring, performance and progression framework.

We see our diversity as a key competitive advantage which is why we are committed to hiring top talent regardless of race, religion, colour, national origin, sex, sexual orientation, gender identity, age or status as an individual with a disability.

If you have an additional accessibility or other requirement we haven’t considered, we will do our best to adapt and make sure your needs are met.

If you would like to talk to us about these efforts, or have suggestions for how we can do better, we would love to hear from you.

Once you apply, you will be sent a short EDI survey, it would help us immensely if you can complete it.

Flash Pack GDPR Compliance: Please take two minutes to read our Flash Pack Privacy Notice for Recruitment and learn how we will process your data.