Be the first customer experience hire for a NYC travel startup backed by top venture capital firms. You’ll be the bridge between Noken and our amazing travelers, whether they’re at home daydreaming or out traveling the world.

Noken

Noken is a consumer tech startup that sells travel experiences to discover the world. Noken curates Travel Blueprints™, flexible routes to explore new countries, that travelers tailor to their dates and budget and book in moments. Travelers receive a personalized app guide with 24/7 support, empowering them to explore more. Noken was founded out of Harvard Business School and has raised $3M to date.

Our team is dynamic, diverse, scrappy and dedicated to our mission. We believe in taking our work seriously but ourselves lightly, getting out and exploring, and ultimately, being really good humans.

What you’ll do

As the first customer experience hire, you will not only be the voice of Noken to our travelers, but also help design and build the DNA of the customer experience team. This is what you’ll be up to:

• Act as the voice of Noken, serving on the front lines of our customer interactions via phone, email and live chat
• Serve as the resident expert on our trips and consistently deliver out of this world customer service, whether customers are just starting their research or are out exploring on a trip
• Identify customer insights and work across marketing, tech, design, and product teams to improve the overall customer experience
• Update and communicate weekly and monthly metrics as it relates to customer support time and frequency of customer asks
• Ideate and implement ways to delight our travelers
• Design and build new processes to streamline the CX team as Noken grows

Who you are

We’re looking for someone who has a knack for quickly building rapport with people, is a wildly clear communicator, and is passionate about Noken’s mission to make international travel seamless for everyone. The best candidates will have:

• Experience in a customer experience, sales or community development role—preferably at a consumer-centric organization
• Excellent time management skills, strong organizational and critical thinking skills as you’ll be juggling multiple platforms and issues
• Excellent oral and written communication skills
• A ‘no task is too small’ attitude
• An undeterred spirit to constantly improve and innovate as it relates to our processes and customer experiences
• Flexibility with working hours as your schedule will be based on business needs and will include weekends and evenings

Let’s chat!