Head of Client Experience

Who We Are

Travefy is the industry-leading platform for crafting unforgettable travel experiences. We're reshaping how leisure travel is sold and experienced, trusted by over 40,000 travel brands and millions of travelers worldwide.

Our users love us for our simplicity, powerful toolset, and world-class support. With a new generation of travel advisors entering the industry, our opportunity for impact only grows. Join us in building the tools that power it.

About the Role

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.

What You’ll Own

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

What We’re Looking For

Experience

• 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

Coaching & Development

• 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

Operational Efficiency

• 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

Data-Driven Decision Making

• 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

How You Work

• 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.

Compensation & Details

• On Target Earnings: $70,000 - $100,000 depending on experience
• Company Performance Bonus
• Location: Remote or Hybrid in one of our offices (NE, NJ)

Why Join Travefy

• Impact: At Travefy, our mission is to power travel professionals' success. Your work directly supports thousands of travel advisors who are building businesses doing what they love—crafting unforgettable travel experiences.
• Innovation + Ownership: We’re a fast-moving company where team members have real ownership and influence. Your ideas will shape how our organization operates and scales.
• People are our Priority: We believe in kindness, curiosity, and collaboration. We value diverse perspectives, celebrate wins together, and support each other through challenges.
• Growth & Learning: As we scale, you’ll scale with us. You’ll have the autonomy to expand your scope, tackle new challenges, and shape your role as the company evolves.
• Flexibility & Balance: We support both remote work and strong office cultures in Nebraska and New Jersey. Whether you’re collaborating in person or working from home, we’re focused on creating an environment where people can do their best work.

What We Offer

• Competitive cash compensation
• Flexible Time Off + Annual Travel Stipend
• Health, Dental & Vision insurance for you and your family
• 401(k) with automatic company contributions
• Annual team retreats to exciting destinations
• Technology stipend, learning budgets, and more!

At this time, we’re not considering applicants who need any immigration sponsorship (additional work authorization or permanent work authorization) now or in the future to work in the United States.

Travefy does not accept unsolicited resumes from recruiters or employment agencies.