Head of Client Experience

Travefy•Pennington, NJ

1d•$70,000 - $100,000•Hybrid

About The Position

We're looking for a seasoned Client Experience (CX) leader to own and elevate our CX Support and CX Trainer teams. At Travefy, the Client Experience team sits at the heart of our belief that support is a feature. Our CX Support team delivers world-class assistance via web chat, email, and phone escalation, and our CX Trainers guide customers through one-on-one and group training sessions to set them up for success. This role comes with real ownership: you'll set the processes, shape the strategy, and get things done, with no hand-holding required. If you've built or led lean, high-volume support and training teams that consistently deliver standout customer experiences, we want to hear from you.

Requirements

3+ years leading a high-volume SaaS support or customer experience team
Proven track record of improving key support metrics through team leadership and operational changes
Hands-on experience with Intercom and HubSpot (or comparable platforms), with the ability to leverage their full capabilities to support team efficiency and customer communication
You've implemented well-defined coaching structures that ensure continuous improvement across the team
You create a culture of feedback and accountability to develop talent and elevate performance
You invest in keeping the team consistently educated on a growing product and equipped with the right tools and assets to communicate effectively with customers
You've built and iterated on processes to continuously improve the function of your department
You lead by example during high-volume or high-impact moments, reinforcing trust and operational resilience
You're comfortable using AI and automation tools to streamline workflows and improve response quality at scale
You take a data-driven approach to leadership, leveraging support metrics and customer insights to guide team focus and strategy
You're comfortable building and interpreting reports to surface trends, identify gaps, and drive continuous improvement
Ownership mindset: You take full accountability for your domain. You identify what needs to happen and make it happen.
Balance strategy and execution: You can zoom out to define the right long-term approach, then quickly roll up your sleeves to implement what the team needs today.
Lead with empathy and clarity. You hold your team accountable, communicating expectations clearly and giving candid, constructive feedback
Create structure and process. You enjoy stepping into evolving environments, creating clarity through process, documentation, and prioritization.
Default to action and iteration. You test, learn, and refine, preferring progress and measurable outcomes over perfection.

Responsibilities

Team Leadership & Development
Hire, coach, and develop a high-performing team of CX professionals
Establish clear goals, career paths, and performance metrics
Foster a culture rooted in empathy, ownership, and continuous improvement
Customer Education & Enablement
Ensure CX professionals are consistently equipped with current, accurate product knowledge and the best assets for customer communication
Own the development and maintenance of customer-facing resources including help documentation, training materials, and onboarding content
Ensure the CX Trainer team delivers effective onboarding and ongoing education experiences that drive product adoption and customer confidence
Operational Excellence
Create and optimize workflows, playbooks, and success metrics that scale with the team and product
Utilize AI and other tools to provide accurate customer responses, improve efficiency, and route inquiries correctly
Leverage data to identify risks, surface opportunities, and spot trends before they become problems
Cross-Functional Collaboration
Act as the voice of the customer, providing insights to the team to inform roadmap priorities and flag issues
Align with Marketing on training initiatives, user education strategies, and customer-facing resource materials
Partner with RevOps to ensure systems, tooling, and reporting support the team as it scales