Customer Experience Specialist, Flash Pack
$58-63k
Entry, Junior and Mid level
Remote from US
More information about location
Social adventures for like-minded solo travellers
Be an early applicant
Social adventures for like-minded solo travellers
21-100 employees
B2CTravelLifestyleWellbeing
Be an early applicant
$58-63k
Entry, Junior and Mid level
Remote from US
More information about location
21-100 employees
B2CTravelLifestyleWellbeing
Company mission
To create one million meaningful friendships across the globe.
Role
Who you are
- 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
- 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
- We’re after the right person and if you don’t quite hit all the criteria, we’d still encourage you to apply. We’d love to chat and see if you could be a great fit for Flash Pack
What the job involves
- 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 travelers 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
- 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
Application process
- Our interviews take place on Google Meet and usually consist of the following stages:
- Introductory chat with our talent team to see if there is a match between your skills and values and that of Flash Pack (30-45 mins)
- A competency and skills-based interview with the hiring manager and a key stakeholder with to hear more about your background and experience and to give you a deep dive into the role (45-60 mins)
- A case study and presentation with the hiring manager and a key stakeholder to see how you’d solve a problem (60 mins)
- Meet with one of our founders for any final questions you or we have (45-60 mins)
Our take
Flash Pack is a travel firm whose mission is to build new friendships through group travel for solo travellers. The founders are a couple who started discussing the business idea behind Flash Pack during their first date. Both of them realised that there was a gap in the market for a travel company that catered to people such as themselves.
Their target market is professionals with a growth mindset. Their trips are carefully designed to offer immersive and authentic experiences, distinguishing Flash Pack in a tourism market that is crowded with bland trips.
While the company took a hit during the pandemic, hitting pause on its adventures like many others - but it didn't stay down for long. Since relaunching, the company has seen even more success, with triple-digit year-on-year growth and a shelf full of awards to show for it. And with the solo travel market heating up fast, Flash Pack looks perfectly positioned to ride the next big wave.
Steph
Company Specialist at Welcome to the Jungle
Insights
Top investors
Company
Funding (1 round)
Oct 2023
$6.2m
GROWTH EQUITY VC
Total funding: $6.2m
Company benefits
- Remote flexible: We are a remote flexible business with employees across the globe. Our regional teams get together about every 6-8 weeks for collaboration and social interaction, and we do all-team virtual socials every 4-6 weeks
- Flexible working hours: We know everyone works best differently so you can choose to work in a way that suits you and you team. all we ask is that you are available 3 hours of overlap per day with your core teams
- Transparent salary bandings with Growth opportunities: Our progression and compensation framework is completely transparent to our Flash Packers. We benchmark our salaries annually, and performance and compensation reviews take place bi-annually
- Stock Options: We believe everyone should share in the success of Flash Pack, so all employees get stock options after your first year of employment
- Matched Pension: We want you to feel prepared for the future, so we will match your pension up to 5% (UK employees only). In the US, our EOR partner matches contributions at a rate of 2% of earning per pay period
- Unlimited Mental Health & Wellbeing Support: Access to therapy and counseling services through Oliva are available to ensure you feel supported and enabled at all times
- Enhanced Parental Leave: No matter how your family gets started, you'll be supported here. We offer 15 weeks full pay if you're the primary caregiver & 4 weeks full pay if you're the secondary caregiver. Ask about our comprehensive offering
- Enhanced and Flexible Annual Leave: You'll get 25 days annual leave, plus your bank holidays. If you celebrate different holidays, you can use these days elsewhere! In addition, we close between Christmas and New Year. Plus, you'll get your birthday off every year, and an additional day leave for each year at Flash Pack (capped at 5 days). (Annual leave policies vary based on the country of employment)
- Work from abroad: Experience new cultures, meet inspiring people and fuel your creativity with the opportunity to work from abroad for 45 days of the year
- A diverse and inclusive team: We recognise and celebrate the diversity of our team and celebrate each and everyone one! We're led by a BAME female CEO and have employee groups such as our Neurospicies who help us make Flash Pack better each and every day! DEI&B is the golden threat that ties our culture together, weaving it through the every fiber of our ways of working, policies, benefits and code of conduct
- Flash Pack Adventure: Experience the magic of Flash Pack firsthand with the opportunity to travel and join one of our unforgettable adventures after your first year of employment
- Life-Change Care Plans: Our Care Plans focus on personalised accommodations, flexibility and understanding in order to provide the right level of support for each individual. This covers, but is not limited to life changes involving: miscarriage, pregnancy loss, IVF, menopause and gender transition
- Refer someone in: If you bring a new team member to the pack, you'll get a £1000 bonus!
Company values
- Customer, Team, Self: You seek what is best for Flash Pack before yourself or your group. Service is the foundation on which this business is built and we believe a culture that fosters non-ego, servant leadership is a truly differentiated advantage that can only be built on trust.
- Growth Mindset: We compete in a hyper-competitive industry where benchmarking against competitors is the norm. We’re looking for people who want to set the benchmark rather than celebrate incremental improvements over the competition
- Simplify, Focus, Execute: We value simplicity over complexity. We strive to ruthlessly prioritise. We say no to many things so we can focus on the things that are truly meaningful to us. Bias-to-action and avoid analysis-paralysis. Focus on great results rather than on process
- Humility: No A’holes please, this includes staff and customers. We bring together exceptional individuals but we optimise for the best team outcome. There is no individual bigger than the team and we don’t tolerate egotistical or selfish behaviour. Be self-critical, welcome feedback, continuously experiment and seek perspectives and solutions from outside the company
- Embrace the Adventure: Yes we stole this from Airbnb! To us this means embracing challenges, use feedback and learn from failures and mistakes rather than dwell on them. Be a curious and a continuous learner, focus on bettering oneself and your team rather than protecting oneself
Company HQ
London, UK
Articles
Leadership
Lee Thompson
(Co-Founder & CMO)Previously a Director at Lee Thompson Photography for 8 years.
Radha Vyas
(Co-Founder & CEO)Studied European Politics and Spanish at The University of Hull. Previously a Trustee at Childreach International for 2 years and a Director of Fundraising at Vyas Fundraising for 7 years.
Oliver Lee
(CFO)Oliver initially joined Flash Pack in 2019 as a Finance Manager, quickly becoming the Head of Finance and then the CFO in 2021. Prior to Flash Pack, they were a Manager of Transaction Services at Evelyn Partners, and a Senior Associate at Nexia International and SingerLewak.
Diversity, Equity & Inclusion at Flash Pack
Radha Vyas (CEO)
- We’re led by a BAME, female CEO and building a diverse and inclusive team is incredibly important to us. 33% of our team currently identify at BAME. As we rebuild Flash Pack post pandemic we’ll be focused on promoting self-education through our anti-racism and anti-sexism reading list and building diversity and inclusion into the company hiring, performance and progression framework. If you would like to talk to us about these efforts, or have suggestions for how we can do better, we would love to hear from you
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