Customer Operations

Customer Experience Lead

Own how tour operators feel about us, from first demo to daily use. Hybrid role: SLA, visuals, copy, onboarding, support.

Remote · Poland-based preferredLong-term collaborationCustomer Operations

About the role

We're looking for a senior Customer Experience Lead who will own how tour operators feel about Automate.travel, from their first demo to daily production use.

This isn't classic customer care. It's a hybrid role: you'll shape our SLA, design marketing visuals, write client-facing copy, onboard new operators, and handle day-to-day support for operators, guides, and tour leaders.

You'll work directly with the founders and have real influence on how we communicate with the tour operator market.

What you'll own

Shape and maintain our customer SLA: response times, resolution quality, escalation paths
Design marketing visuals: landing graphics, social posts, decks, event materials
Write customer-facing copy: transactional emails, newsletters, onboarding sequences
Onboard new tour operators: walkthroughs, configuration, first-week handholding
Support operators, guides, and tour leaders with day-to-day questions
Contribute to TourLeda, our next-generation tour operator platform

What we're looking for

3+ years in a customer-facing role at a SaaS or digital product company (not call center)
Visual craft. You can design a clean social graphic or pitch deck from scratch
Strong written English and Polish
Ownership mindset. You run things end-to-end, without handholding
Comfort with AI tools (Claude, ChatGPT, Midjourney) used daily

Nice to have

Travel industry background: tour operator, OTA, DMO, or activity provider
Experience building onboarding flows (Intercom, HubSpot, Pendo, Customer.io)
Copywriting chops. You know the difference between a confirmation and a conversion email

Tools you'll use

Our custom Claude Code buildFigmaHubSpot (or similar CRM)NotionSlack

How we hire

130-min intro call. Mutual fit, role expectations, compensation range.
2Task or working session. Role-dependent: portfolio review, take-home task, or paired session.
3Founders call. 60 minutes with the founders, product and vision deep-dive.

We aim to close the loop in under 2 weeks from the first call.

Our recruitment promise

·We will never ask you for payment at any stage of the recruitment process.
·All legitimate communication comes from @automate.travel email addresses.
·We share a written compensation range before your second-round interview.
·If something feels off, please email legal@automate.travel

Apply

Apply for Customer Experience Lead

A short form. We read every application personally.