Director of Client Experience

Travefy • Lincoln, NE

1d • $100,000 - $125,000 • Hybrid

About The Position

Travefy is seeking a Director of Client Experience to own and elevate its CX Support and CX Trainer teams. This role will lead the next chapter of customer support, integrating humans and AI. The CX Support team handles high-volume assistance via chat, email, and phone escalations, while CX Trainers conduct one-on-one and group sessions to transform new users into confident power users. The technology stack includes Intercom (with Fin), HubSpot, and various AI and analytics tools. The Director will be responsible for strategy, systems, metrics, and people, with a focus on developing the team and staying close to the work by participating in support and training when necessary. A key aspect of the role is becoming a product expert quickly to effectively assist travel advisors who rely on the platform for their businesses.

Requirements

• 3+ years leading a support or client experience team at a SaaS company with high-volume, multi-channel support.
• Hands-on experience with Intercom, including configuration, reporting, and improvement, particularly with AI features like Fin.
• Direct experience deploying or running an AI support agent with measurable results.
• Demonstrated track record of improving support metrics through leadership and operational changes.
• Comfortable with data: ability to build own reports, understand metrics deeply, and use data for decision-making.
• Genuine product learner, capable of quickly becoming a product expert.
• People leader who actively coaches; former team members would trust and take calls from them.
• Ownership mindset: identifies needs and takes action, whether directing the team or performing tasks directly.
• Willingness to get hands-on and jump into support queues, training, or escalations when necessary.

Nice To Haves

• Experience in the travel industry (travel agencies, host agencies, consortia, tour operators, OTAs, or travel tech).
• Experience supporting small business or solopreneur customers.
• Experience building a CX function from a lean base rather than inheriting a large one.

Responsibilities

• Own and elevate CX Support and CX Trainer teams.
• Lead the integration of humans and AI in customer support.
• Own the strategy, systems, metrics, and people for client experience.
• Build, coach, and develop a high-performing team of CX Support and CX Trainer professionals.
• Set clear goals, career paths, and performance metrics, and provide constructive feedback.
• Understand team members as individuals to support their growth and development.
• Lead from the front during high-volume or high-stakes customer support situations.
• Own the AI layer of client experience, including tuning Intercom Fin, content sources, guidance, and handoff rules.
• Grow AI resolution rate while maintaining customer satisfaction.
• Build workflows, macros, routing, and automations to enhance team efficiency.
• Use AI to improve the quality of human responses.
• Own help documentation, training materials, and onboarding content, ensuring they are current with product updates.
• Ensure the CX Trainer team delivers effective onboarding and ongoing education.
• Keep the entire CX team knowledgeable about the constantly evolving product.
• Own and analyze key metrics such as first response time, resolution time, CSAT, AI resolution rate, contact rate per account, and backlog health.
• Build and interpret reports in Intercom, HubSpot, and analytics tools.
• Identify trends, risks, and product issues that could lead to churn.
• Create and iterate playbooks and workflows for scalability.
• Act as a voice of the customer within the company.

Benefits

• Competitive compensation: $100,000 to $125,000 OTE including base and performance compensation.
• Health, Dental & Vision insurance for you and your family.
• Life and Disability insurance.
• 401(k) with automatic company contribution.
• Flexible Time Off + Annual Travel Stipend.
• Annual all team retreat.
• Technology stipend.
• Learning budgets.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed