Head of Client Experience at Project Expedition

Department: Customer Experience

Compensation

$80,000 – $100,000/yr

Setup: Remote
Location: Oregon
Type: Full-time
Level: lead/mgmt
Posted: Jun 8, 2026

Description

Project Expedition is hiring a hands-on Head of Client Experience to lead its email, chat, and phone support function while learning the travel product, handling escalations, coaching team leads and support specialists, and improving service quality through AI, automation, QA, metrics, and operational systems. The role requires 6–10+ years of customer-facing experience, at least 3 years managing managers or team leads, and practical experience with AI and support tooling. It is a remote position open to candidates based in the United States, excluding New York and California.

Required Skills

AI triage
Data analysis
Customer empathy
SOP development
Service metrics

Additional Information

Required Previous Experiences: 6–10+ years in customer-facing support, client experience, customer success, travel operations, or a similar function
3+ years managing managers, team leads, or a meaningful support or client experience organization
Experience scaling support or service operations in a high-volume, time-sensitive environment
Experience using, implementing, or experimenting with AI, automation, support tooling, knowledge-based systems, or agent-assist workflows
Experience building SOPs, playbooks, QA frameworks, escalation paths, onboarding programs, training programs, and performance standards
Preferred Qualifications: Travel, hospitality, marketplace, tour/operator, OTA, or time-sensitive operations experience
Experience supporting travel advisors, B2B partners, suppliers, or high-expectation customers
Experience with international customers, multi-time-zone teams, or 24/7 coverage models
Experience partnering with Product or Engineering on tooling, automation, AI-assist, self-service, or analytics improvements
Experience improving efficiency and service quality without making the customer experience feel robotic

About Project Expedition

Project Expedition

TravelAgencyNew York, NY11-50

Discover and book excursions, tours, and attractions in destinations around the world with Project Expedition. Thousands to choose from with great prices and exceptional service.