Head of Customer Experience, Flash Pack

Total funding: $6.2m

• 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!

• 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

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