Director of Client Experience

Travefy is the connected system powering the travel industry.

More than 50,000 travel agencies and advisors run their businesses on Travefy: one platform to manage clients, design and sell stunning trips, market their brands, and run the back office. Everything connects around the trip, so advisors spend less time juggling software and more time wowing clients.

At Travefy, support is not a cost center. It is a feature, and it is one of the biggest reasons our users stay. This role owns it.

About the Role

We are looking for a Director of Client Experience to own and elevate our CX Support and CX Trainer teams, and to lead the next chapter of how we deliver support: humans and AI working together.

Our CX Support team handles high volume assistance over chat, email, and phone escalation. Our CX Trainers run one on one and group sessions that turn new users into confident power users. Our stack runs on Intercom (including Fin), HubSpot, and a growing set of AI and analytics tools.

You will own the strategy, the systems, the metrics, and the people. You will have a team that executes, and your first job is to make them great. You will also be in the queue or the training when it matters, because that is how the best leaders here stay close to the work.

You also love learning new things and must learn our product cold. Our users are travel advisors running real businesses, and they can tell in one message whether the person helping them actually knows the platform. The best people in this seat become genuine product experts in their first 60 days and never stop.

What You'll Own

Team Leadership and Development

You'll build a team that people want to be on and customers want to reach.

• Hire, coach, and develop a high performing team of CX Support and CX Trainer professionals.
• Set clear goals, career paths, and performance metrics, and hold the bar through real feedback.
• Know your team as individuals: what they are great at, where they are stuck, and what they want next.
• Lead from the front during high volume or high stakes moments.

AI and Support Automation

You'll own the AI layer of our client experience, not just supervise it.

• Own Intercom Fin end to end: tuning, content sources, guidance, handoff rules, and resolution quality.
• Grow AI resolution rate without letting satisfaction slip, and know exactly where the line is.
• Build the workflows, macros, routing, and automations that let a lean team punch far above its weight.
• Use AI to raise the quality of human responses, not just the speed of them.

Customer Education and Enablement

You'll make sure every advisor knows how to get value from Travefy.

• Own our help documentation, training materials, and onboarding content, and keep them current with a fast moving product.
• Ensure the CX Trainer team delivers onboarding and ongoing education that drives adoption and confidence.
• Keep the whole CX team fluent in a product that ships constantly.

Operational Excellence and Analytics

You'll run the function on data, not vibes.

• Own the metrics that matter: first response time, resolution time, CSAT, AI resolution rate, contact rate per account, and backlog health.
• Build and read the reporting yourself in Intercom, HubSpot, and our analytics tools. You should be able to answer a question with data the same day it is asked.
• Spot trends, risks, and product problems before they become churn.
• Create and iterate the playbooks and workflows that scale with the team and the product.
• You'll be a voice of the customer inside the company.

Who You Are

Must Haves

• 3+ years leading a support or client experience team at a SaaS company, with high volume, multi channel work.
• Hands on depth in Intercom including the Fin era. Not "my team used it," but you configured it, reported on it, and improved it.
• Direct experience deploying or running an AI support agent with real results you can describe in numbers.
• A demonstrated track record of moving support metrics through leadership and operational change.
• Comfortable with data: you build your own reports, you know your numbers cold, and you use them to decide.
• A genuine product learner. You go deep on the product you support, fast, and stay there.
• A people leader who coaches. Your former team members would take your call today.
• Ownership mindset. You identify what needs to happen and make it happen, whether that means directing your team or doing it yourself.

Nice to Haves

• Experience in travel: travel agencies, host agencies, consortia, tour operators, OTAs, or travel tech.
• You have supported small business or solopreneur customers, where the software is their livelihood.
• Experience building a CX function from a lean base rather than inheriting a large one.

This role is probably not for you if

• You are not willing to get your hands dirty. You will have a team that executes, but this is a lean company and the best leaders here jump into the queue, a training, or a messy escalation when it counts.
• You need a big team and a big budget before you can make progress.

What We Offer

• Competitive compensation: $100,000 to $125,000 OTE including base and performance compensation.
• Health, Dental & Vision insurance for you and your family.
• Life and Disability insurance.
• 401(k) with automatic company contribution.
• Flexible Time Off + Annual Travel Stipend.
• Annual all team retreat to connect the whole company in person.
• Technology stipend, learning budgets, and more.
• Real ownership of a function that our customers name as the reason they stay.

Location & Eligibility

This is a full time role. We have a strong preference for our Lincoln, Nebraska headquarters or our Pennington, New Jersey office, and we are open to exceptional remote candidates in the U.S. Our team is distributed across Lincoln, Pennington, Omaha, and remote.

At this time, we're not considering applicants who need immigration sponsorship (additional work authorization or permanent work authorization), now or in the future, to work in the United States.

Travefy does not accept unsolicited resumes from recruiters or employment agencies.