Remote Head of Client Experience & Support Excellence

Project Expedition; United States; Remote; USD 80,000 - 90,000; Full time

Benefits offered by this job

Annual bonus

PTO days

Healthcare plan with company contrib

401(k) retirement plan

WFH stipend

Training budget

TSA Precheck

Tour credit

Employee discounts

Job summary

Project Expedition is seeking a tech-forward Head of Client Experience to scale high-performing support teams while preserving the human touch. This remote US role excludes NY & CA and offers a compensation range of $80,000 to $90,000 with strong benefits.

You will lead strategy, systems, and daily performance of the support organization, driving world-class, scalable operations and customer loyalty across channels.

Qualifications

• 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.

Responsibilities

• Lead strategy, systems, and daily performance of the support organization.
• Transform service into world-class, scalable support operations.
• Team Leadership: manage and develop leads and specialists across email, chat, and phone channels.
• Coach team members to deliver empathetic, high-quality service; create career paths and training programs.
• Own key customer experience metrics including CSAT, NPS, SLA, response times, resolution times, QA scores, escalation rates, refunds.
• Establish QA programs and calibration routines; improve workforce planning, scheduling, and peak-season readiness.
• Implement AI and technology tools; partner with Product and Engineering on tooling, analytics, and automation; build SOPs and playbooks.
• Lead escalations and complex customer issues; build trust, loyalty, and long-term relationships; provide leadership with clear recommendations on investments.

Skills

Customer support experience

Leadership experience

Data-driven

Communication

AI/automation awareness

Job description

Project Expedition is seeking a tech-forward Head of Client Experience to scale high-performing support teams while preserving the human touch. This remote US role excludes NY & CA and offers a compensation range of $80,000 to $90,000 with strong benefits.

You will lead strategy, systems, and daily performance of the support organization, driving world-class, scalable operations and customer loyalty across channels.