Head of Customer Experience (New York or East Coast)

Job Description

What is Flash Pack?

When was the last time you made a new friend? Friendship profoundly improves our emotional wellbeing, sense of belonging, purpose and happiness. Everyone wants more human connection but making new friends is really hard. That’s why we exist, with a mission to create one million meaningful friendships across the globe, using the power of travel and technology as a platform for connection.

We are Flash Pack – curated group adventures for solo travellers.

A remote-first, well-capitalised start-up, we are backed by founders, investors and entrepreneurs who have built multi-billion dollar companies. We are looking for innovative thinkers and doers to join our team on a mission to tackle the loneliness epidemic and help everyone connect with new friends.

The Role:

Do you have a natural gift for working with people? Can you deliver exceptional customer service with discretion and meticulous attention to detail? Do you want to continue Flash Pack’s runaway success story? Flash Pack is looking for a Head of Customer Experience to be the lead ambassador for our growing community of solo travellers. In this pivotal role, you will be an advocate for Flashpackers around the world, working seamlessly with the heads of our adventure operations, sales and marketing departments to drive customer success across the company. You’ll also play a key role in reaching out to Flashpackers worldwide, as we develop our international markets as part of an ambitious global expansion plan. Like-minded travellers form the heart of our company, so you will be charged with creating on-point client insights to help define and implement the future Flash Pack experience.

This is a Remote Flexible role meaning that while it is contracted to the New York office there is flexibility to work from home the majority of the time. The whole company currently tries to meet in London/New York once every eight weeks for an off-site collaboration day and your team may meet a little more regularly for team working and ad hoc events such as interview days, onboarding and training.

Results you’ll drive

• Scale Flash Pack’s world-class customer experience across international markets and teams

• Maximise the impact of US & UK global customer happiness teams by leveraging technology and identifying process and tech efficiencies

• Protect existing revenue and increase repeat business through retention, loyalty and up-sell strategies

• Lead effective feedback loops between Flash Pack’s tech, product, sales and marketing departments to ensure clients' needs are heard and considered

• Devise and implement a plan to reduce churn, drive innovation and push for continuous improvement

• Lead and develop the customer success teams globally to ensure they become trusted advisors

• Collaborate with the customer success teams globally to agree on how our UX strategy should evolve

• Guide Flash Pack’s strategic direction, always advocating evidence-based change

About you

We’re after the right person. If you don’t quite hit all the criteria, you should still apply based on hitting the majority.

Experienced

• You have built customer experience teams, in VC backed, B2C growth business, successfully recruiting and onboarding new hires.

• You know how to run a customer service process that deliverers predictable and consistent results

Team builder:

• You are able to identify top talent and convince great candidates to join your team

• You are a coach and mentor to your team, identify development areas and helping junior members to consistently improve their performance.

Exemplary Leader:

• You lead from the front and can jump into a process and be hands on directly supporting your team to close opportunities.

• You can demonstrate that you are not only a great manager but the best relationship builder in the organisation.

Sound good? Then join our mission to create one million friendships through group adventure – and a friendly and energetic global team on the cusp of worldwide expansion.

What else?

Hours: This role is Monday to Friday but you should be happy working evenings and weekends when required.

Salary: The base salary range for this role is between $115,000 $134,000 depending on experience. We also offer stock options after your first year with the company.

Location: New York (or commutable distance) but the role can mostly be done remotely. We’ll try to make sure the role works for you no matter where you are, however we believe getting together once a week is really powerful, so living a commutable distance to London would be advantageous.

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.

What’s in it for you?

• You’ll get 20 days annual leave, excluding federal public holidays plus an extra day off on your birthday. That’s 27 days in total.

• A remote-first office. We don’t care where you work from as long as you hit your targets

• Opportunity to work from abroad

• The opportunity to travel and experience a Flash Pack trip

• A diverse and inclusive team

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

• Stock options

• We plan to have a flexible office space in New York in 2024 where you can float in and out to brainstorm, catch-up, have 1-2-1s and socialise. We will meet up as a whole company once every four weeks.

• Full Healthcare

• Unlimited mental health and wellbeing support/therapy

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 Equality, Diversity & Inclusion 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.