Head of Client Experience
Core
Lead the Client Experience function for a travel technology company, combining hands-on frontline support with strategic leadership to scale service operations while integrating AI tools.
Role type
Senior IC Head of Client Experience (Travel/Tech)
Builds
Scalable client support systems, AI-enhanced workflows, and a high-quality service culture for travel advisors and travelers.
Domain
Travel technology / Customer Experience / AI Operations
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Customer support leadership, AI implementation, operational excellence, product mastery, data analytics, system building (SOPs/playbooks), stakeholder partnership
Preferred skills
Travel/hospitality industry experience, B2B partner support, multi-timezone management, product/engineering collaboration
Technologies
AI ticket triage, agent-assist tools, knowledge management systems, QA automation, proactive alert workflows
Responsibilities
Lead and coach support specialists across email, chat, and phone; personally handle escalations and VIP issues; master product workflows and booking flows; build QA programs and coaching cadences; improve workforce planning and scheduling; partner with Product and Engineering to enhance tooling; use data to drive operational improvements.
Seniority
Senior, hands-on IC
