Front Line Client Experience Team Leader

Project Expedition, a fast-growing travel and tourism company, is seeking an experienced candidate to support our clients and lead one of our Front Line Customer Service teams. Our Front Line Customer Service Department is responsible for working directly with our clients and handling inquiries, questions, and general troubleshooting via live chat, phone, and email. We are looking for experienced candidates who have a talent for managing effectively, motivating individual performance, fostering teamwork, and encouraging employee growth and development. The ideal candidate will lead by example, and will also share our passion for travel and providing superior, industry-leading customer service.

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.

The Ideal Candidate:

• 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.

Role details/hours: This is a full-time role working, 5 days a week on a 100% remote team. We're only seeking someone who can help the team with key scheduling needs, including:

• Sun-Thu 8:00AM-5PM EST

• Tue-Sat 8:00AM-5PM EST

• Mon-Fri 8:00AM-5PM EST

Benefits: Benefits include:

• Biannual 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

Additional Information

• While we’re excited to grow our team across the U.S., we’re currently unable to hire employees residing in California or New York due to state compliance requirements.

Please note that while this is a remote position, it is not suitable for digital nomads. Employees must be based in the United States and will have an allocation of time that they can work remotely in other destinations.

Project Expedition is growing very rapidly, and we expect that this role will evolve over time. As a result, you will not only have the chance to make a direct impact on a growing company, but you will have the opportunity to shape and influence your career path. This position is great for someone who thrives without a lot of structure, works independently, responds well to change and a fluid working environment, and who always tries to find a better way of doing things.