Customer Experience Associate

Why Headout?

What we do is important

In an increasingly digital world, there is a desperate need to augment our human experience by getting us to interact with the real world around us and the people in it. At Headout, our mission is to be the easiest, fastest, and the most delightful way to head out to our next real-life experience. We do this by running a managed marketplace to the world's most exceptional real-life experiences — from immersive tours to museums to live events and everything in between.

We've got scale, fast growth, and solid fundamentals

Headout has served tens of millions of guests from 196 countries (every single sovereign state on the planet) on one of our experiences across 100+ cities in 9 languages. Today, we have sales of 100s of millions of $s a year and are growing rapidly. Contrary to the norm, we deliver this scale and growth while being profitable. We've been unit profitable for 18 months + and have recently turned EBITDA profitable as well. We have raised $60M+ from top-tier investors and are building a durable company for the long term - because that's what our mission needs and deserves.

Now is the right time

While we have a fast-growing business, we are still very early in our journey with a large upside to capture and have a team that is small enough for you to have an indelible outsized impact on our journey. We are not too early, we are not too late.

Our culture

Every place has its own beat and we are no different. We are not the right place for everybody but we are the right place for a certain group of people. Read more about it here: https://bit.ly/HeadoutPlaybook

The Role

At Headout, the Customer Experience Associate isn't just a position - it's a commitment to excellence. Join our agile customer operations team, a group adept at swiftly addressing concerns and consistently delivering top-notch experiences. Your primary task? Ensuring every interaction with Headout leaves our customers satisfied and impressed. Please note that this role is for a chat process only.

What Makes This Role Special?

• Service-Oriented: Your passion lies in assisting others, ensuring our guests always leave with a smile, even if they initially reached out with an issue.
• Multitasker: You can efficiently juggle queries, whether they come through chats, calls, or social media platforms.
• Effective Communicator: Working cohesively with various internal teams, you ensure every guest query is addressed promptly and accurately.
• Continuous Improvement: You're always on the lookout to enhance our internal processes, aiming for increased efficiency.
  
  

What Skills & Experience Do You Need?

• You're Detail-Oriented: You have an eagle eye, catching even the tiniest of details that others might miss.
• Language Skills: Fluent in English, both in writing and speech.
• You're Organized: Like Monica Geller from 'Friends', you're systematic, organized, and always seeking to optimize.
• You're Forward-thinking: You focus on lasting solutions rather than quick fixes.
• You're Agile.: Comfortable with shift work, understanding the need for flexibility in a 24/7 customer service environment.
  
  

Bonus

• A passion for travel.
• Previous experience assisting a global clientele
  
  

EEO statement

At Headout, we don't just accept differences — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our partners, and the community at large. Headout provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability. During the interview process, if you need assistance or an accommodation due to a disability, you may contact the recruiter assigned to your application or email us at [email protected].

Privacy policy

Please note that once you apply for this job profile your personal data will be retained for a period of one (1) year. Headout shall process this data for recruitment purposes only. Once the relevant job profile is filled or once the time period of one (1) year from the date of the job application has passed, whichever is later, Headout shall either delete your data or inform you that it shall keep it in its database for future roles. In compliance with the relevant privacy laws, you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that the processing of your personal data be restricted. If you have any concerns or questions about the way Headout handle your data, you can contact our Data Protection Officer for more information.