Project Expedition · 1 month ago
Front Line Client Experience Team Leader
United States
Full-time
Remote
Mid, Senior Level
3+ years expProject Expedition is a fast-growing travel and tourism company seeking an experienced candidate to support clients and lead a Front Line Customer Service team. The role involves managing customer support representatives, ensuring prompt client support, and developing team objectives to enhance customer satisfaction.
LeisureTourismTravel
Responsibilities
Manage and lead a team of 7-10 front line customer support representatives
Ensure clients are taken care of with prompt, professional support via live chats, phones, and emails
Develop and implement team objectives and KPIs in alignment with business goals
Oversee training and development of team members to ensure high performance and continuous improvement
Foster and encourage employee growth and development and support movement into internal opportunities
Implement customer service procedures and policies to enhance customer satisfaction and team efficiency
Work closely with other departments to ensure customer feedback drives product development
Analyze customer support data to identify trends and areas for improvement
Handle escalated customer issues in a timely and professional manner
Qualification
Required
Must have a minimum of 3-5 years of management or leadership experience in a support environment
Has relevant experience working as part of a high-performing customer service team
Possesses exceptional leadership and team management skills. Leading by example is key
Has excellent communication and interpersonal skills
Proven ability to develop and implement customer support strategies and processes
Strong analytical skills, with experience in reporting and data analysis
Works well independently and as part of a team - we're fully remote, but this role requires that you are proactive and engaging
Is fluent in written and spoken English
Benefits
Annual company bonus (up to a total of $3,000, based on company targets - deferred eligibility)
15 days of leave (increases to 20 days at 2 years tenure)
Company Healthcare Plan (Company contribution $9K)
401K company plan
Annual work from home budget $500
Annual training budget of $250
TSA Precheck (worth $80)
Annual Project Expedition tour credits of $750
Employee discounts on thousands of tours and activities
Company
Project Expedition
Project Expedition is a discovery and booking website for things to do in travel destinations around the world.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$0.5M2016-01-01Seed· $0.5M
Leadership Team
Rob Keen
Co-Founder
Jeremy Clement
Co Founder
Recent News
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