Project Expedition

Manage and optimize client support teams, leverage AI and technology to improve efficiency and service quality, and partner with product teams on tooling improvements. | Extensive experience in customer support or client experience, proven leadership in scaling support operations, and strong analytical skills with a background in leveraging AI and automation. | The Opportunity Project Expedition is looking for a tech-forward Head of Client Experience to help us scale an organization that’s already known for exceptional service —without losing the personal touch our clients expect. This role is for a leader who blends world-class support operations with expertise in using technology and AI to drive speed, consistency, and quality. We don’t believe in “automating customer service.” We believe in augmenting our team with better tools, clearer systems, and smarter workflows so they can deliver standout experiences more efficiently and more consistently. You’ll own the day-to-day performance of Client Experience and the systems, coaching, and strategy behind it—turning support into a measurable competitive advantage through operational excellence, thoughtful leadership, and modern tooling. Responsibilities: Manage team leads and support specialists across channels (email, chat, and phone). Leverage AI and technology to develop scalable efficiencies. Coach, develop, and retain top talent; create clear career paths and standards of excellence. High-quality, personal service is a USP – it should not be automated, it should be augmented. Leverage AI and technology to empower the team to achieve better metrics and deliver better service. Own key metrics: CSAT/NPS, SLA/response time, resolution time, reopen rate, QA scores, contact rate, escalation rate, refunds/chargebacks (where applicable). Establish QA program and calibration routines that are fair, consistent, and measurable. Improve workforce planning: schedules, coverage models, training ramps, and peak-season readiness. Leverage data analysis to identify opportunities for growth, efficiency, and improvement. Improve retention and customer loyalty by ensuring every interaction builds trust. Partner with Product/Engineering on support tooling—including AI assist, automation, and analytics—without sacrificing quality. Bring clarity and recommendations to leadership: what’s working, what’s broken, what needs investment. Taking ownership – even when it means personally responding to clients and handling escalations. What we’re looking for: Must-have experience 6–10+ years in Customer Support / Client Experience / Customer Success, including 3+ years managing managers or leading a department. Proven track record scaling support in a high-volume environment (marketplace, travel, e-commerce, logistics, fintech, or similar). Experience leveraging AI and technology to drive an organization forward. Strong analytical mindset: you’re comfortable with dashboards, metrics, cohorts, and using data to drive decisions. Excellent written communication and judgment. You can coach tone, clarity, and empathy—and handle escalations yourself when needed. Experience building systems: SOPs, playbooks, QA frameworks, onboarding and training programs. Strongly preferred Travel, hospitality, marketplace, or time-sensitive operations experience. Experience partnering closely with Product/Engineering on tooling improvements. Experience with automation, self-service, and/or AI-assist for support. Familiarity with international customer bases and multi-time-zone, 24/7 teams. You’ll thrive here if you… Love making “exceptional service” a differentiator. Are equal parts operator (process, metrics, execution) and leader (coaching, culture, standards). Get satisfaction from reducing chaos through systems—and still stay human and empathetic. Know how to balance policy with judgment and do the right thing for the customer without creating precedent risk. Why join us Support is central to our strategy and growth—not an afterthought. You’ll have real influence on systems, staffing, tooling, and customer outcomes. You’ll lead a team that touches every part of the business and directly helps to drive sales. Benefits Annual company bonus (up to a total of $3,000, based on company targets - deferred eligibility) 15 days of leave (increases to 20 days at 2 years tenure) Company Healthcare Plan (Company contribution $9K with 2 completely covered plans) 401K company plan Annual work from home budget $500 Annual training budget of $250 TSA Precheck Annual Project Expedition tour credits of $750 Employee discounts on thousands of tours and activities Additional Information While we are excited to grow our team, we’re currently unable to hire employees residing in New York or California.

Manage support teams, leverage technology for efficiency, and improve customer satisfaction metrics. | Over 6 years in customer support or client experience, experience managing teams, and leveraging AI/technology for support operations. | The Opportunity Project Expedition is looking for a tech-forward Head of Client Experience to help us scale an organization that’s already known for exceptional service —without losing the personal touch our clients expect. This role is for a leader who blends world-class support operations with expertise in using technology and AI to drive speed, consistency, and quality. We don’t believe in “automating customer service.” We believe in augmenting our team with better tools, clearer systems, and smarter workflows so they can deliver standout experiences more efficiently and more consistently. You’ll own the day-to-day performance of Client Experience and the systems, coaching, and strategy behind it—turning support into a measurable competitive advantage through operational excellence, thoughtful leadership, and modern tooling. Responsibilities: • Manage team leads and support specialists across channels (email, chat, and phone). • Leverage AI and technology to develop scalable efficiencies. • Coach, develop, and retain top talent; create clear career paths and standards of excellence. • High-quality, personal service is a USP – it should not be automated, it should be augmented. Leverage AI and technology to empower the team to achieve better metrics and deliver better service. • Own key metrics: CSAT/NPS, SLA/response time, resolution time, reopen rate, QA scores, contact rate, escalation rate, refunds/chargebacks (where applicable). • Establish QA program and calibration routines that are fair, consistent, and measurable. • Improve workforce planning: schedules, coverage models, training ramps, and peak-season readiness. • Leverage data analysis to identify opportunities for growth, efficiency, and improvement. • Improve retention and customer loyalty by ensuring every interaction builds trust. • Partner with Product/Engineering on support tooling—including AI assist, automation, and analytics—without sacrificing quality. • Bring clarity and recommendations to leadership: what’s working, what’s broken, what needs investment. • Taking ownership – even when it means personally responding to clients and handling escalations. What we’re looking for: Must-have experience • 6–10+ years in Customer Support / Client Experience / Customer Success, including 3+ years managing managers or leading a department. • Proven track record scaling support in a high-volume environment (marketplace, travel, e-commerce, logistics, fintech, or similar). • Experience leveraging AI and technology to drive an organization forward. • Strong analytical mindset: you’re comfortable with dashboards, metrics, cohorts, and using data to drive decisions. • Excellent written communication and judgment. You can coach tone, clarity, and empathy—and handle escalations yourself when needed. • Experience building systems: SOPs, playbooks, QA frameworks, onboarding and training programs. Strongly preferred • Travel, hospitality, marketplace, or time-sensitive operations experience. • Experience partnering closely with Product/Engineering on tooling improvements. • Experience with automation, self-service, and/or AI-assist for support. • Familiarity with international customer bases and multi-time-zone, 24/7 teams. You’ll thrive here if you… • Love making “exceptional service” a differentiator. • Are equal parts operator (process, metrics, execution) and leader (coaching, culture, standards). • Get satisfaction from reducing chaos through systems—and still stay human and empathetic. • Know how to balance policy with judgment and do the right thing for the customer without creating precedent risk. Why join us • Support is central to our strategy and growth—not an afterthought. • You’ll have real influence on systems, staffing, tooling, and customer outcomes. • You’ll lead a team that touches every part of the business and directly helps to drive sales. Benefits • Annual company bonus (up to a total of $3,000, based on company targets - deferred eligibility) • 15 days of leave (increases to 20 days at 2 years tenure) • Company Healthcare Plan (Company contribution $9K with 2 completely covered plans) • 401K company plan • Annual work from home budget $500 • Annual training budget of $250 • TSA Precheck • Annual Project Expedition tour credits of $750 • Employee discounts on thousands of tours and activities Additional Information While we are excited to grow our team, we’re currently unable to hire employees residing in New York or California. Compensation Range: $80K - $90K

Manage partner API integrations, provide data analytics support, and collaborate across departments. | Requires 5+ years in API-driven roles, proficiency in MySQL, REST/JSON, and client communication. | Technical Account Manager (Partner Integrations) with BI (MySQL/Looker) Location: Remote (United Kingdom) Salary: £50,000-60,000 GBP Type: Full-time The Opportunity Project Expedition is seeking a Technical Account Manager to help with the integration and growth of several enterprise distribution partnerships. You’ll be responsible for guiding partners to go-live, then driving growth and expansion in tandem with the Account Owner. Alongside your TAM responsibilities (roughly 85% TAM / 15% BI), you’ll use MySQL to define and publish partner KPIs, perform ad-hoc analyses, and collaborate with our team to produce data visualizations and reports that drive the team’s success. What You’ll Do Technical Account Management (≈85%) Your primary responsibility will be providing technical expertise and support for our wholesale distribution partners. Secondary responsibilities will include: supporting our Agency Sales Team with onboarding new clients and API integrations, and supporting our Supply Team with technical expertise for supplier API connections. Lead end-to-end onboarding: discovery, solution design, mapping, UAT, go-live, hypercare. Act as Project Expedition’s API subject matter expert (REST/JSON, auth, pagination, rate limits, idempotency, webhooks, versioning). Support and debug integrations: trace booking/availability issues, reconcile data, and produce partner-ready findings. Drive adoption & growth and contribute to joint roadmaps. Support Sales with developing unique technical solutions when API integrations are not possible. Understand our supply-side APIs that connect us with tour operators so you can support internal teams and help debug issues that impact our enterprise partners. BI / Data Analytics (≈15%) Provide data analytics and business intelligence support to other departments. This includes building reports, dashboards, and helping to leverage data to drive important decisions. Efficiently build Tableau dashboards and develop data sources. Write efficient MySQL queries to power analyses and Tableau extracts, and support adjacent teams with data needs. Light warehouse work as needed (reading from Snowflake/other sources), plus basic governance (permissions, RLS coordination, documentation). What You’ll Bring (Required) 5+ years in a TAM/Partner Engineer/Solutions Engineer role for an API-driven product (travel/marketplace/SaaS ideal). Proficiency in account management, and client facing communication. Strong MySQL proficiency: complex joins, aggregations, query tuning/EXPLAIN, data validation/reconciliation. Hands-on with REST/JSON, API auth (keys/OAuth/HMAC), webhooks, retries, idempotency, versioning, and pagination. Pro at debugging with Postman/cURL and reading logs; clear written/verbal communication and partner-facing documentation. An ability to work effectively across departments (Sales, Account Management, Support and Operations) Strong attention to detail, and an ability to work well independently. Fluency in spoken and written English. A professional and appropriate appearance for business engagements, including any in-person or virtual client meetings, calls, or events. Exceptional problem solving skills and the ability to manage projects effectively. Nice to Have (Preferred, Not Required) Familiarity with Snowflake or another cloud warehouse (read/query competence). Exposure to ELT tools (Fivetran/Airbyte) for collaborating with data engineers. BI ops & governance basics (semantic layers, RLS patterns) and observability (Datadog/Sentry). Light scripting (Python/JS) for one-off utilities. Benefits: Annual company bonus (up to a total of $3,000, based on company targets - deferred eligibility) 15 days of leave (increases to 20 days at 2 years tenure) Company Healthcare Plan (Company contribution $9K with 2 completely covered plans) 401K company plan Annual work from home budget $500 Annual training budget of $250 TSA Precheck (worth $80) Annual Project Expedition tour credits of $750 Employee discounts on thousands of tours and activities Additional Information: While we’re excited to grow our team across the U.S., we’re currently unable to hire employees residing in New York.

Manage partner API integrations, support BI data reporting, and collaborate across departments. | Requires 5+ years in API-driven roles, strong MySQL, REST/JSON, and client communication skills. | Technical Account Manager (Partner Integrations) with BI (MySQL/Looker) Location: Remote (Canada) Salary: $95,000-$115,000 CAD Type: Full-time The Opportunity Project Expedition is seeking a Technical Account Manager to help with the integration and growth of several enterprise distribution partnerships. You’ll be responsible for guiding partners to go-live, then driving growth and expansion in tandem with the Account Owner. Alongside your TAM responsibilities (roughly 85% TAM / 15% BI), you’ll use MySQL and Tableau to define and publish partner KPIs, perform ad-hoc analyses, and collaborate with our team to produce data visualizations and reports that drive the team’s success. What You’ll Do Technical Account Management (≈85%) Your primary responsibility will be providing technical expertise and support for our wholesale distribution partners. Secondary responsibilities will include: supporting our Agency Sales Team with onboarding new clients and API integrations, and supporting our Supply Team with technical expertise for supplier API connections. Lead end-to-end onboarding: discovery, solution design, mapping, UAT, go-live, hypercare. Act as Project Expedition’s API subject matter expert (REST/JSON, auth, pagination, rate limits, idempotency, webhooks, versioning). Support and debug integrations: trace booking/availability issues, reconcile data, and produce partner-ready findings. Drive adoption & growth and contribute to joint roadmaps. Support Sales with developing unique technical solutions when API integrations are not possible. Understand our supply-side APIs that connect us with tour operators so you can support internal teams and help debug issues that impact our enterprise partners. BI / Data Analytics (≈15%) Provide data analytics and business intelligence support to other departments. This includes building reports, dashboards, and helping to leverage data to drive important decisions. Efficiently build Tableau dashboards and develop data sources. Write efficient MySQL queries to power analyses and Tableau extracts, and support adjacent teams with data needs. Light warehouse work as needed (reading from Snowflake/other sources), plus basic governance (permissions, RLS coordination, documentation). What You’ll Bring (Required) 5+ years in a TAM/Partner Engineer/Solutions Engineer role for an API-driven product (travel/marketplace/SaaS ideal). Proficiency in account management, and client facing communication. Strong MySQL proficiency: complex joins, aggregations, query tuning/EXPLAIN, data validation/reconciliation. Hands-on with REST/JSON, API auth (keys/OAuth/HMAC), webhooks, retries, idempotency, versioning, and pagination. Pro at debugging with Postman/cURL and reading logs; clear written/verbal communication and partner-facing documentation. An ability to work effectively across departments (Sales, Account Management, Support and Operations) Strong attention to detail, and an ability to work well independently. Fluency in spoken and written English. A professional and appropriate appearance for business engagements, including any in-person or virtual client meetings, calls, or events. Exceptional problem solving skills and the ability to manage projects effectively. Nice to Have (Preferred, Not Required) Familiarity with Snowflake or another cloud warehouse (read/query competence). Exposure to ELT tools (Fivetran/Airbyte) for collaborating with data engineers. BI ops & governance basics (semantic layers, RLS patterns) and observability (Datadog/Sentry). Light scripting (Python/JS) for one-off utilities. Benefits: Annual company bonus (up to a total of $3,000, based on company targets - deferred eligibility) 15 days of leave (increases to 20 days at 2 years tenure) Company Healthcare Plan (Company contribution $9K with 2 completely covered plans) 401K company plan Annual work from home budget $500 Annual training budget of $250 TSA Precheck (worth $80) Annual Project Expedition tour credits of $750 Employee discounts on thousands of tours and activities Additional Information: While we’re excited to grow our team across the U.S., we’re currently unable to hire employees residing in New York.