Customer Experience Project Specialist

About the position

At Worldpackers , we believe that travel can transform people - and transformed people can transform the world . ✨ Since 2014, we’ve been building a global community of conscious travelers and welcoming hosts, enabling meaningful connections and thousands of collaborative experiences around the world. Our purpose is rooted in connection . We exist to foster personal growth, cultural exchange, and a more socially and environmentally sustainable world through travel. Respect, inclusion, collaboration, and continuous learning guide everything we do. Being part of Worldpackers — as a traveler, host, or team member — means being part of a diverse, global community where different perspectives are valued and discriminatory behavior has no place. Being part of Worldpackers means working with purpose - helping more people experience transformative journeys through connection. We’re looking for someone who wants to grow with us and help create unforgettable collaborative experiences around the world. 🌎 About the Role We are looking for a Customer Experience (CX) Project Specialist who can go beyond support and act as a business operator. This role is responsible for transforming customer signals into actionable insights, driving operational improvements, and influencing cross-functional teams to enhance the end-to-end customer journey. You will sit at the intersection of Customer Experience, Operations, and Product, owning key CX metrics and leading initiatives that improve both customer satisfaction and business efficiency. Key Responsibilities CX Metrics & Performance Monitor and analyze key KPIs (CSAT, NPS, contact rate, SLA, churn) Identify performance gaps and root causes Build reports and dashboards to track trends and opportunities Voice of Customer (VoC) & Insights Analyze customer interactions (tickets, chats, feedback) Identify recurring issues and quantify their impact Translate qualitative and quantitative data into business insights Present findings to stakeholders with clear recommendations Drive Operational Excellence Map and optimize customer journeys and support processes Reduce contact volume through product, process, or automation improvements Improve efficiency (cost per contact, resolution time, deflection) Lead CX Initiatives & Projects Own end-to-end CX improvement projects Prioritize initiatives based on impact vs effort Partner with Product, Engineering, and Ops teams to implement changes Cross-functional Collaboration Act as a bridge between CX and other teams Influence product decisions using customer data Align stakeholders in a fast-paced, ambiguous environment Requirements Experience in CX, Customer Support Ops, Operations, or similar roles Experience with project management, automation, and operational efficiency, especially in CX (Customer Experience) Strong analytical skills (Excel/Google Sheets required; SQL is a plus) Experience working with CX metrics (CSAT, NPS, churn, etc.) Experience improving processes or operations Ability to manage multiple projects simultaneously Nice to Have Experience in startups or fast-scaling environments Experience with automation tools (Intercom, Zendesk, bots, workflows) Experience working closely with Product teams Background in consulting, strategy, or operations What We Value Ownership mindset Structured thinking and problem-solving Comfort with ambiguity Strong communication and stakeholder management Ability to influence without authority

Place of work