CX Manager

What is Flash Pack?

When was the last time you made a new friend? Friendship profoundly improves our emotional wellbeing, sense of belonging, purpose and happiness. Everyone wants more human connection but making new friends is really hard. That’s why we exist, with a mission to create one million meaningful friendships across the globe, using the power of travel and technology as a platform for connection.

We are Flash Pack – small, luxury group adventures for solo travellers aged 30-49.

We launched in 2014 to disrupt outdated clichés associated with group tours and empower a new generation of bold, energetic solo travellers in their 30s and 40s. This untapped demographic had not only been underserved by the travel industry, but misunderstood.

We quickly transformed into a high-growth, mid-stage start-up connecting Flashpackers in over 15 global markets. Customers who travel with us LOVE it – and we have grown really fast as a result.

Who we’re looking for

We 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.

This is a Remote Flexible role meaning that while it is contracted to the London office there is flexibility to work from home.

What you’ll be doing:

• Management:You’ll be developing your global team into future stars of the business as they look after our customers

• Hiring: Growing the teams through successful planning, hiring, onboarding, and training

• Coaching: Taking our key measures (NPS, repeat revenue and CSAT) to the next level with coaching, process improvement, and a keen eye for detail

• Customer Advocacy: Act as a creative problem solver for our Flashpackers, anticipating their needs to provide best-in-class service and support, act as an escalation point when necessary

About you

We’re after the right person. If you don’t quite hit all the criteria, you should still apply based on hitting the majority.

• Experienced - you have experience of managing customer service teams in a fast-paced B2C environment

• High attention to detail - you are thorough and focused, usually picking up errors others have failed to notice

• Excellent communicator - you can communicate confidently and authoritatively with a wide variety of stakeholders

• First class customer service skills - you know how to make customers happy, and go out of your way to achieve this.

• Organised and able to work under pressure - you are comfortable working in a fast-paced environment, and can juggle multiple tasks at the same time.

• Proactive learner - you have an interest in both travel and technology, and are willing to do what it takes to become an expert in Flash Pack adventures.

The nice-to-haves:

• Travel Industry experience

Sound good? Then join our mission to create one million friendships through group adventure – and a friendly and energetic global team on the cusp of worldwide expansion.

What else?

Hours: This role is Monday to Friday but you should be happy working some evenings and weekends if required

Salary: The salary range for this role is between £52,400 - £54,300 depending on experience. We also offer stock options after your first year with the company so your total compensation will be over £60,000.

Location: We call our way of working ‘remote-flexible’. You can read more about it here. You can work from anywhere in the UK as long as you are happy to come to London every 6 weeks or so. If you enjoy more regular face to face interaction, living close to London would be advantageous.

Our culture: We revolve around high performance, high conviction and humility. We value teamwork over grandiosity, great questions over corporate euphemisms and autonomy over conformity. We care deeply about surrounding ourselves with ambitious, exceptional but humble people and believe that our culture is our greatest advantage against our competitors as well as thriving as the industry changes.

What’s in it for you?

• You’ll get 25 days annual leave plus an extra day off on your birthday. That’s 34 days in total including bank holidays.

• The opportunity to travel and experience a Flash Pack trip

• If you like to travel, we’re pretty good at that. We will support you to live and work abroad for 45 days a year

• Generous Maternity leave - 16 weeks full pay

• Generous Paternity leave - 4 weeks full pay

• A diverse and inclusive team, with people from all walks of life

• Up to 5% matched pension contribution

• Quarterly company-wide socials in London, and regular spontaneous work events

• Stock options that mean something

• Unlimited mental health support and therapy

Interview Process:

• Stage 1 - Chat with one of the talent team: this will be focused on fit with the role and business

• Stage 2 - CV walkthrough & case study with two of our CX Team, this will be focused on your skill set, previous experience, and motivations for applying

• Stage 3 - Culture and values interview with two members of the wider Flash Pack team: this will be a chat around your approach to challenges, how you integrate the customer into your work, and how you work with the people around you.

• Stage 4 - A final chat with one other person from Flash Pack: e.g. our CEO Radha, CPTO Morgan, or CFO Oli

Diversity & Inclusion

We’re led by a BAME, female CEO and building a diverse and inclusive team is incredibly important to us which is why we are building diversity and inclusion into the company hiring, performance and progression framework.

We see our diversity as a key competitive advantage which is why we are committed to hiring top talent regardless of race, religion, colour, national origin, sex, sexual orientation, gender identity, age or status as an individual with a disability.

If you have an additional accessibility or other requirement we haven’t considered, we will do our best to adapt and make sure your needs are met.

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.

Once you apply, you will be sent a short Equality, Diversity & Inclusion survey, it would help us immensely if you can complete it.

Flash Pack GDPR Compliance: Please take two minutes to read our Flash Pack Privacy Notice for Recruitment and learn how we will process your data.