Pack Up + Go Customer Experience Manager Remote · Full time

The Customer Experience Manager oversees and optimizes the traveler experience by being subject matter experts for all things CX, and managing a team of Traveler Support Specialists (TSS) that provide 24/7 Traveler Support. They will also lead traveler feedback, streamline training and resources, and work with the Director of CX to strategize and grow the department. The position reports directly to the Director of Customer Experience.

Description

Job Description:

The CX Manager oversees and optimizes the traveler experience by being subject matter experts for all things CX, and managing a team of Traveler Support Specialists (TSS) that provide 24/7 Traveler Support. They will also lead traveler feedback, streamline training and resources, and work with the Director of CX to strategize and grow the department. The position reports directly to the Director of CX.


Responsibilities include:

  • Manage a team of Traveler Support Specialists (TSS):
  • Conduct weekly 1-1 check-ins
  • Act as primary point of contact for questions/concerns
  • Manage PTO and shift coverage
  • Fill in as TSS for unexpected absences
  • Make financial and logistical decisions for atypical trips, and work with Director of CX for any financial decisions for larger amounts
  • Contribute to team + company-wide meetings
  • Instill + encourage solution-oriented, inter-department collaboration
  • Delegate + organize tasks, including phone lines in Grasshopper and email inboxes
  • Maintain traveler support during daytime hours (10AM-2PM ET) and provide overflow traveler support during their shift.
  • Monitor communication response times and set goals for TSS:
  • Use tools in Grasshopper and Email Meter to track trends + identify areas for improvement
  • Analyze past Trip Issues to provide feedback + training to TSS
  • Expand + organize CX resources as subject matter experts in all platforms, including, but not limited to SquareSpace, Affirm, Loyalty Lion, Social Media, Grasshopper, Trip planning + all Pack Up + Go products
  • Address escalated customer concerns + negative experiences over the phone and through clear internal communication.
  • Collaborate cross functionally with other internal departments, acting as a point person for social media feedback, providing actionable feedback + insights to travel planners and Content team, liaising with Operations Partnerships Team about any partner + payments concerns, working with Marketing Team to touch base about trends, issues, and insights
  • Work with the Director of Customer Experience to develop and enhance issue mitigation strategies, concierge-like on-call service, lead generation, and further scaling of the department.

Hours + Additional Details:

  • This role is full time, 7AM-5PM ET Wednesday - Saturday.
  • This role will be the first point of contact after hours for Traveler Support Specialist's needs + questions.
  • The role is fully remote.
  • The role will include a standard employer-provided company computer + phone with data plan.
  • This position will begin on Monday, November 7, 2022 with a 4-6 week, hands-on training program.


Vacation Policy:

We have a flexible vacation + personal day policy. We ask that all members of the team respect peak business times and are mindful of giving advance notice for time off so that the Traveler Support Team can cover their responsibilities.


Benefits + Compensation

  • This role pays $55,000 annually
  • A Simple IRA contribution matching program up to 3%
  • Health, dental, and vision insurance at a reduced rate for employees
  • 12 weeks of paid parental leave, available after 12 months of employment


Salary

$50,000 - $55,000 per year