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VP of Customer Experience

WeTravel

WeTravel

Customer Service
United States · Remote
Posted on Tuesday, March 26, 2024

Like the idea of a WFH / Remote work model?

Excited to work within an International team?

Want to be part of a rapidly scaling company?


YOUR JOURNEY STARTS HERE...

ABOUT WETRAVEL

Travel gives people new experiences and brings them together, sometimes in life-changing ways. That’s especially the case for group travel and multi-day travel where the participants get to really immerse themselves. Passionate travel organizers make this magic happen and WeTravel is here to support those travel organizers.

We help them publish their trip offerings, take bookings, process payments, pay suppliers/vendors, and digitize their operations. This helps travel organizers get more bookings, save time, and save money.


OUR VALUES

This position presents the opportunity to work in a business-critical role in a rapidly growing company. You will also uphold our four core values:
  • Be the solution - take ownership, drive collaboration
  • Be resourceful - strive for new wins every day
  • Be honest - default to transparency
  • Be respectful - treat others like you want to be treated
We encourage applicants from diverse backgrounds and underrepresented groups and would invite you to apply. A diverse workforce is a highly productive one, so why not take a chance, send us your application even if you don't meet all our requirements, we may surprise you!

“Culture add” is so much better than "culture fit" and welcome applications from all groups, irrespective of your, age, disability, gender reassignment, gender, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, veteran status and sexual orientation.

We celebrate our diversity.


OUR WORK ETHIC


At WeTravel, we are building a High Performance Culture where we reward top performers, expect a work environment at WeTravel that is fast-paced, demanding and deeply committed to putting our customers first. Our global footprint spans 30 countries, requiring your flexibility, agility, and dedication to our team.

Our high-performing team members are prepared to give their best by embracing the early mornings, late nights, and intensive project work. This commitment to excellence and to tackling challenges head-on is what positions us at the front of our industry.

Joining WeTravel means stepping into a dynamic, demanding environment where your contribution makes a real difference. It’s a place for those ready to dive into their work, push beyond comfort zones, and achieve collective goals through hard work and perseverance.

Here, ambition isn’t just welcomed; it’s essential for those fully committed to our mission of leading the market in the fintech SaaS space.
Application Deadline
April 01, 2024
Department
Sales
Employment Type
Full Time
Location
Remote USA
Workplace type
Fully remote
Compensation
$140,000 - $160,000 / year
Reporting To
ted

Key Responsibilities

  • Drive customer-centric culture throughout the organization, ensuring everyone understands the importance of delivering exceptional customer service.
  • Partner with Sales leadership to ensure new clients adopt our product and service offerings.
  • Make bold bets to deliver more value to clients while increasing Average Revenue Per User.
  • Collaborate with Product, Product Marketing and cross-functional teams to identify and implement process improvements to enhance the customer experience.
  • Monitor key performance indicators (KPIs) including Net Revenue Retention, CSAT, NPS and other SaaS metrics.
  • Oversee commercial integration of company acquisitions and the scale up of our vendor payment network in partnership with internal stakeholders.
  • Oversee Customer Support, Account Management and Client Onboarding.

Skills Knowledge and Expertise

  • Minimum of 8 years of experience in customer experience leadership roles at scaling B2B vertical SaaS organizations
  • Experience scaling Customer Experience or Go-to-Market teams in international markets.
  • Familiarity with Gainsight, Salesforce, Hubspot or other similar CRM systems.
  • Proven track record of successfully developing talent, leading and managing customer experience teams.
  • Familiarity with Power BI, Tableau or other data visualization tools.
  • Strong analytical and problem-solving skills
  • Excellent communication and interpersonal skills

Benefits

  • Attractive compensation
  • Unlimited Paid Time Off!
  • Access to company Healthcare including Dental and Vision
  • Annual team off site.
  • 2 week cross-functional onboarding training program for all new colleagues.
  • The latest Apple tech you need to be successful.
  • A'Dam Program for you to visit us in Amsterdam for 2-4 weeks every year. Fully expensed.
  • For candidates resident outside the location where the role is advertised, salaries are weighted according to local factors and considerations based on where you reside.

    Please note: For new hires, the E-Verify process is completed in conjunction with the Form I-9 Employment Eligibility Verification process.

About WeTravel

Founded in 2016, WeTravel provides a complete booking and payments platform for multi-day and group travel companies of all sizes. We give your clients an easy booking experience while also helping you manage financials, payments to partners or your bank, registration information, and client communication all in one place.

Headquartered in San Francisco, with our secondary hub in Amsterdam, our team is driven to continuously improve our technology; ensuring that our clients always have the best possible solutions at their fingertips.