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Customer experience Manager

Hey Future Team Member!

We're a small, passionate team committed to helping people see the world while developing new friendships and a greater cultural understanding. We live for unique experiences, life-changing moments, serendipitous interactions, and the memories made along the way. We’re big on teamwork and supporting one another. We love what we do, and we work hard to make it all happen.


About your role:

You’ll be joining a small team within a company in its early stages that will have a lasting impact on the way people explore the world and connect with one another. Day to day, your role is to ensure that travelers feel supported and heard throughout their customer journey through various means of communication - email, text, and phone calls. Beyond this, you will have the opportunity to contribute to the strategy and continued improvement of the customer experience at FTLO Travel and our sister-brand, Sojrn. 


About you:

You are naturally empathetic, positive, solution-oriented, and coolheaded. You have excellent verbal and written communication, interpersonal, and customer service skills that you’ve ideally put to work for brands that cater to the millennial market. You have an exceptional talent for reassuring people when they’re nervous and finding solutions that make everyone happy.

While you are a people person at your core, you are also comfortable with systems, and ideally know your way around Hubspot or similar CRMs. You love implementing improvements to systems that provide better customer service while reducing back and forth. You thrive in a fast-paced work environment and love collaborating with your team but are self-sufficient in getting your work done. You have a minimum of five years’ experience in Customer Experience with at least two of those as a manager. 


Important notes:

Experience in the travel or hospitality industry is preferred and experience in solo travel or living abroad is a plus. Experience working in start-ups is particularly valuable. Love for travel is essential.


This position is fully remote, but requires a primary place of residence in either EST or CST timezone. Occasional weekend work and international travel required. 


Here’s what you'll be doing:

  • Oversee customer feedback loop including reviewing post-trip surveys and following up by email/phone to get details and/or resolve issues 

  • Handle escalated customer issues and complaints

  • Work with Operations Team to implement insights from customer feedback to improve quality of trips

  • Manage pre- and post-departure customer communication

  • Liaise with Sales Team to ensure smooth transition after booking is complete

  • Assist in creating pre-trip materials and customer drip email campaigns

  • Manage and train Trip Coordinator(s), ensuring quality of service across the team

  • Participate in trainings, team on-sites and regular team and cross-functional meetings

  • Provide support to the Director of Experience and other duties as needed



  • At least five years of Customer Service or related experience, two of which must be in a position of management, ideally in the travel or tourism industry

  • Ability to maintain a positive attitude and calmly respond to customers' complaints

  • Strong problem-solving skills, creativity, out-of-the-box thinking

  • Ability to remain extremely organized and detail-oriented while managing multiple projects simultaneously

  • Excellent written and verbal communication

  • English fluency required

  • Love for travel and belief in the FTLO mission

  • Work authorization in the United States and permanent residence in Eastern or Central time 


To apply, please submit your resume and a short cover letter to with the following subject: Application for Customer Experience Manager - [Full Name]. Applications without a cover letter will not be considered.

We will reach out to qualified candidates. (Resumes that are longer than 2 pages will not be considered)

Thank you!

Equal Opportunity Employer

FTLO Travel is an equal opportunity employer and does not discriminate against race, color, creed, sex, gender, religion, marital status, age, national origin, sexual orientation, or any other consideration made unlawful by federal, state or local laws or ordinances. 


To all recruitment agencies - we do not accept unsolicited agency resumes and are not responsible for any fees related to unsolicited resumes. 

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