Customer Experience Specialist (USA)

About Flash Pack:

When was the last time you made a new friend? The quality of your relationships is the single most important factor for your mental health. Travel has a unique ability to fast-forward the friendship-making process, which is why we’re on a mission to create one million meaningful friendships using the power of travel and technology as a platform for human connection.

We create curated social adventures for solo travellers in their 30s, 40s and 50s. Since launching in 2014, we’ve seen impressive year-on-year growth and become the category leader in a thriving, rapidly expanding market with the majority of our business now in the US.

We’re well-funded, we’ve shaken up an outdated industry, and we see ourselves as a friendship company far more than a travel company. Our culture is down-to-earth, hard-working and compassionate, built by exceptional people who care deeply about doing work we’re proud of.

You can find out more about our culture and life at Flash Pack here.

The Role:

We're looking for a Customer Experience Specialist to join our existing team, reporting to the Customer Experience Manager. This role is part of our strategic growth to support and elevate customer experience across Flash Pack. Centered around on-trip support, post-trip analysis, you'll ensure travellers feel supported throughout their journey while identifying opportunities for continuous improvement. You'll 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.

In line with our salary framework, the salary for this role is $58,000 - $63,000, depending on experience. This role is Monday to Friday, with every 1 in 6 weekends being on call for emergencies. You will be given any time worked on weekends back in lieu.

Where you will spend your time:

• Providing real-time support for customers during their trips, handling incidents triaged by the Safety team with calm efficiency

• 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

• Analysing 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

• Proactive problem-solver who stays calm under pressure, prevents issues through systematic analysis, and manages complex workflows with attention to detail

• 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

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