Head of Client Experience

Project Expedition•Remote,

3d•$80,000 - $90,000•Remote

About The Position

At Project Expedition, we believe exceptional service should be a competitive advantage — not a cost center. We’re looking for a tech-forward Head of Client Experience who knows how to scale high-performing support teams without losing the human touch that customers love. This is a leadership role for someone who understands that the future of support is people empowered by great systems, smart workflows, and AI-assisted tools — not automation replacing humans. If you love building strong teams, improving systems, and turning customer support into a measurable growth drive, this could be the perfect opportunity. As the Head of Client Experience, you’ll lead the strategy, systems, and daily performance of our support organization. You’ll help transform our already strong service into world-class, scalable support operations.

Requirements

6–10+ years in Customer Support, Client Experience, or Customer Success
3+ years managing managers or leading a support department
Experience scaling support in high-volume environments such as: Travel, Marketplace platforms, E-commerce, Logistics, Fintech
Strong analytical mindset with experience using data dashboards and performance metrics
Excellent written communication and escalation management
Experience building support systems, SOPs, QA frameworks, and training programs
Experience leveraging AI or technology to improve support operations

Nice To Haves

Travel, hospitality, or marketplace operations
Working with Product or Engineering teams on tool improvements
Experience with automation, self-service, or AI-assisted support
Managing global or multi-time zone support teams
Believe exceptional service is a true business differentiator
Love building systems that reduce chaos and improve efficiency
Are both a strong operator and an inspiring leader
Balance policy with human judgment when helping customers
Enjoy improving processes while still rolling up your sleeves when needed

Responsibilities

Manage and develop team leads and support specialists across email, chat, and phone channels
Coach team members to deliver empathetic, high-quality service
Build clear career paths, training programs, and performance standards
Own key customer experience metrics including: CSAT / NPS, SLA & response times, Resolution times, QA scores, Escalation rates, Refunds & chargebacks
Establish quality assurance programs and calibration routines
Improve workforce planning, scheduling, and peak-season readiness
Implement AI and technology tools that help the team work faster and smarter
Partner with Product and Engineering on support tooling, analytics, and automation
Build scalable SOPs, playbooks, and workflows
Use data insights to improve efficiency and customer loyalty
Lead escalations and complex customer issues
Ensure every interaction builds trust, loyalty, and long-term relationships
Provide leadership with clear recommendations on what’s working, what needs improvement, and where to invest