Customer Experience Specialist (USA)

The Role
We're looking for a Customer Experience Specialist to join our existing team, reporting to the Customer Experience Manager. This role supports and elevates customer experience across Flash Pack, focusing on on‑trip support, post‑trip analysis, and continuous improvement. You will provide real‑time assistance during trips, conduct systematic post‑trip reviews to uncover trends, and translate customer insights into actionable improvements that enhance our operations and prevent recurring issues.

Salary: $58,000 – $63,000, depending on experience. The position is Monday to Friday, with each sixth weekend on call for emergencies. Any weekend time worked is compensated in lieu.

Where you will spend your time

Providing real‑time support for customers during their trips, handling incidents triaged by the Safety team

Coordinating with local partners to resolve on‑the‑ground issues and ensure smooth tour operations

Conducting consistent check‑ins with customers involved in any incident, regardless of severity level, ensuring they feel supported throughout their journey

Implementing mid‑trip check‑ins across all trips as elevated CX touchpoints to proactively identify and resolve issues

Analyzing customer feedback and behavioural data to uncover trends, insights, and opportunities for improvement

Conducting systematic post‑trip reviews to identify patterns and prevent recurring issues, working toward our principle of never receiving the same complaint twice

Collaborating with Key Account Managers (KAMs) and DMCs to implement feedback‑based improvements and approve departure‑level hotel and itinerary changes

Responding to customer feedback within your portfolio with a focus on positive resolutions and retention

Contributing to additional projects and responsibilities as the role develops and the team’s needs evolve

What we’d love to see from you

A genuine connection to Flash Pack’s values and the ability to embody them in your approach to customer experience and team collaboration

Strong analytical skills to identify data trends and translate them into actionable operational improvements, with experience using customer feedback and behavioral data to measure impact

A proactive problem‑solver who stays calm under pressure, prevents issues through systematic analysis, and manages complex workflows with attention to detail

A collaborative team player who works effectively across functions (KAMs, DMCs, Pre‑Trip) to drive improvements and maintain alignment

Deeply customer‑centric with passion for exceptional experiences, proficient with satisfaction metrics (NPS, CSAT) and complaint resolution processes

Excellent communicator who handles sensitive customer situations with empathy and professionalism

Someone who brings calm, methodical problem‑solving with an eagerness to learn how we can prevent issues and improve support

Someone who asks good questions and isn’t afraid to suggest new ideas — you are equally open to feedback and continuous learning

You are comfortable with ambiguity or making judgment calls when necessary

Diversity and Inclusion
We are led by a BAME, female CEO and building a diverse and inclusive team is incredibly important to us. We are committed to hiring top talent regardless of race, religion, colour, national origin, sex, sexual orientation, gender identity, age or status as an individual with a disability.

If you have an additional accessibility or other requirement we haven’t considered, we will do our best to adapt and make sure your needs are met.

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