Customer Experience Specialist, Flash Pack
£33.2-37k
+ Stock options
Mid level
London
Remote from UK
More information about location
Social adventures for like-minded solo travellers
Job no longer available
Social adventures for like-minded solo travellers
101-200 employees
B2CTravelLifestyleWellbeing
Job no longer available
£33.2-37k
+ Stock options
Mid level
London
Remote from UK
More information about location
101-200 employees
B2CTravelLifestyleWellbeing
Company mission
To create one million meaningful friendships across the globe.
Role
Who you are
- Industry Experience: You’ve worked in the travel industry and understand the pace and challenges; it’s a bonus if you’ve worked in a start-up
- Effective Task Management: You excel at simplifying complex tasks, maintaining focus, and executing efficiently
- Exceptional Communication: You possess excellent communication skills, consistently delivering clear and accurate messages
- Customer-Centric Approach: You genuinely enjoy engaging with new people and prioritize their satisfaction
- Passion for Travel: You have a real passion for travel, and this enthusiasm shines through in your work
- Calm Under Pressure: You thrive in high-pressure situations, demonstrating good judgment and composure
- Emotional Intelligence: You excel in emotional intelligence, placing a strong emphasis on active listening
- Continuous Learning: You maintain a growth mindset, constantly seeking opportunities for learning and growth
- Adaptability and Resilience: You embrace the adventure of working in a startup environment. You thrive in unpredictable situations, remaining flexible and comfortable in chaotic moments
- You’re nice: You demonstrate Humility and get that the team is more important than yourself
- Technological Aptitude: You are unfazed by new technologies and quickly adapt to them. You have the ability to learn and utilize web-based services effectively
What the job involves
- Reporting into the CX Manager, the CX team are redefining what an amazing customer experience looks like by going the extra mile to differentiate ourselves from the competition
- This role goes beyond the traditional parameters of customer service by adding the WOW back into every Flashpacker's experience all whilst scaling at a phenomenal rate. We are looking for a CX specialist who knows how to deliver exceptional service to all our Flashpackers
- Customer Engagement and Satisfaction: You are responsible for managing all customer communication, which includes handling inquiries, gathering feedback, and addressing complaints. Your role is pivotal in ensuring Flashpackers have a smooth adventure and a positive experience
- Educating Customers: You’ll be educating Flashpackers about their adventure, equipping them with the necessary information and resources for a seamless journey. Your guidance contributes to their overall satisfaction and enjoyment
- Collaborative Partner Relations: You will work closely and productively with our local partners and internal teams. Your collaborative efforts aim to enhance the Flashpacker experience, fostering strong partnerships and driving improvements
- Complex Problem Solving: You’ll be responsible for tackling intricate challenges and delivering world-class resolutions to issues that may arise during Flashpackers' adventures. Your ability to provide effective solutions is a critical component of your accountability
- Continuous Improvement Advocate: You’ll approach all tasks with a commitment to continuous improvement. You’ll proactively offer insights and drive process enhancements to optimize the overall customer experience
- You’ll be measured and rewarded based on:
- KPI’s including: email response times, live chat response times, customer satisfaction, first response resolution, complaint resolution
- Customer retention
- Contribution to company and departmental goals
- Alignment with company values
- Team and interdepartmental collaboration and project contribution
- This role will include some weekends, evenings and public holidays
Application process
- Stage 1 - CV Walkthrough and activity with the CX Manager
- Stage 2 - Culture & Values interview with a member of the CX team
- Stage 3 - Meet a Founder, CPTO or CFO
Salary benchmarks
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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