A Bit About Us


Award-winning travel-startup, Flash Pack, is on the hunt for new travel loving professionals!

Do you want to continue Flash Pack’s runaway success story of 300% year on year growth? Have you got what it takes to achieve meteoric targets in a global market?

As we enter our high-growth stage in the UK, we’re focusing on the customer and opening up an office in New York. With 40% of our customers coming out of the US, this is an incredible opportunity to be part of an exciting journey and growth story.

We’re launching in the US and looking to build something unique.

You’ll have the opportunity to join a well-funded startup growing in a new market, building the culture, solving problems (there will be a lot of them to solve!), and joining as we move towards building in digital product.


About The Role


Flash Pack is looking for a Customer Experience Manager to build and empower the US team behind our reputation for top class service to our growing community of solo travellers. In this important and challenging role, you will be an advocate for Flashpackers around the world, working in partnership with our Head of Customer Experience to drive customer success across the company. You’ll also play a key role in reaching out to Flashpackers worldwide, as we develop our international markets as part of an ambitious global expansion plan. Like-minded travellers form the heart of our company, so you will be charged with creating on-point client insights to help define and implement the future Flash Pack experience.


We are redefining what an amazing customer experience looks like by going the extra mile to differentiate ourselves from the competition. This role goes beyond the traditional parameters of customer service by adding the WOW back in to every Flashpackers experience all whilst scaling at a phenomenal rate.


You’ll be working on:

  • Building our Customer Experience teams in New York, developing them into future stars of the business as they look after our customers
  • Growing the teams through successful planning, hiring, onboarding, and training
  • Taking our key measures (NPS, repeat revenue and CSAT) to the next level with coaching, process improvement, and a keen eye for detail
  • Focussing in on the detail for each function within the department to get the best possible outcomes for our customers
  • Act as a creative problem solver for clients, anticipating their needs to provide best-in-class service and support, as an escalation point when necessary
  • Maximise the impact of the US team by leveraging technology and identifying process efficiencies
  • Protect existing revenue and increase repeat business through retention, loyalty and up-sell strategy delivery


Must haves:

  • 3+ years of substantial experience managing a team (ideally in a high-growth start up environment)
  • A genuine passion for delivering great customer experiences, both in aggregate and at an individual level
  • An unrivalled passion for people, you are committed to developing a team that have the drive to exceed expectations and progress through the company
  • Flawless execution with a can-do mindset
  • The perfect balance between autonomy and teamwork
  • You are a data driven, analytical thinker
  • Tech savvy, with the ability to pick up web-based services such as Salesforce, Zendesk and GSuite
  • Aligns with our core values: adopt a founder’s mindset, grow together, focus on community, embrace adventure, be your best self


Perks of the Pack:

  • We offer you a position in one of the hottest international startups and a chance to be a part of something truly great and challenging.
  • Lots of freedom to be creative and input your own ideas into the future of the company.
  • A diverse and inclusive international team, with people from all walks of life.
  • No red tape. We’re not interested in hierarchy and we don’t believe in closed doors. We’re a start-up culture at heart and if you have an idea, we want to hear it – even if it’s beyond your job spec.

Apply for this Job

* Required
When autocomplete results are available use up and down arrows to review
+ Add Another Education

U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Flash Pack are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Form CC-305

OMB Control Number 1250-0005

Expires 1/31/2020

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

Because we do business with the government, we must reach out to, hire, and provide equal opportunity to qualified people with disabilities1. To help us measure how well we are doing, we are asking you to tell us if you have a disability or if you ever had a disability. Completing this form is voluntary, but we hope that you will choose to fill it out. If you are applying for a job, any answer you give will be kept private and will not be used against you in any way.

If you already work for us, your answer will not be used against you in any way. Because a person may become disabled at any time, we are required to ask all of our employees to update their information every five years. You may voluntarily self-identify as having a disability on this form without fear of any punishment because you did not identify as having a disability earlier.

How do I know if I have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Blindness
  • Deafness
  • Cancer
  • Diabetes
  • Epilepsy
  • Autism
  • Cerebral palsy
  • Schizophrenia
  • Muscular dystrophy
  • Bipolar disorder
  • Major depression
  • Multiple sclerosis (MS)
  • Missing limbs or partially missing limbs
  • Post-traumatic stress disorder (PTSD)
  • Obsessive compulsive disorder
  • Impairments requiring the use of a wheelchair
  • Intellectual disability (previously called mental retardation)
Reasonable Accommodation Notice

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.