Customer Experience Specialist

Flash Pack

Customer Experience Specialist supporting travelers during trips and after their journeys at Flash Pack. Enhancing customer experience through feedback analysis and real-time support.

Posted 5/12/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $58,000 - $63,000 per yearWebsite

Tech Stack

Tools & technologies

Flash

About the role

Key responsibilities & impact

Providing real-time support for customers during their trips.
Coordinating with local partners to resolve on-the-ground issues.
Conducting consistent check-ins with customers involved in any incident.
Implementing mid-trip check-ins across all trips to proactively identify and resolve issues.
Analyzing 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.
Collaborating with Key Account Managers (KAMs) and DMCs to implement feedback-based improvements.

Requirements

What you’ll need

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.
Proactive problem-solver who stays calm under pressure.
Collaborative team player who works effectively across functions (KAMs, DMCs, Pre-Trip).
Deeply customer-centric with passion for exceptional experiences, proficient with satisfaction metrics (NPS, CSAT).
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.

Benefits

Comp & perks

Remote flexible - we are a remote-flexible business with employees across the globe.
Flexible working hours - we know everyone works best differently.
Transparent salary bandings with growth opportunities - our progression and compensation framework is completely transparent.
Stock Options - all employees get stock options after your first year of employment.
Matched Pension - we will match your pension up to 5% (UK employees only).
Unlimited Mental Health & Wellbeing Support - access to therapy and counseling services.
Enhanced Parental Leave - 16 weeks full pay if you’re the primary caregiver.
Enhanced and Flexible Annual Leave - you’ll get 25 days annual leave plus your bank holidays and a birthday off every year.
Work from abroad - opportunity to work from abroad for 45 days of the year.
A diverse and inclusive team - we care deeply about diversity and inclusion.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

data analysiscustomer feedback analysisoperational improvementssatisfaction metricsNPSCSAT

Soft Skills

analytical skillsproblem-solvingcollaborationcustomer-centriccommunicationempathycalm under pressuremethodical approacheagerness to learn