Head of Customer Experience

About the Company

At Thrillophilia, we are building the next generation of travel experiences for modern explorers. As one of India’s fastest-growing travel companies, we’ve curated memorable journeys for thousands of travelers. Now, we’re looking for a visionary leader to elevate our customer experience to new heights. Our mission is clear: delight every traveler, every time.

About the Role

We are seeking a Head of Customer Experience who brings more than just operational management—a leader who leads with empathy, drives strategy with data, and builds systems that scale with the business. In this role, you will own the end-to-end post-sale customer journey, reimagine experience frameworks, and cultivate a high-performing team aligned with Thrillophilia’s customer-first philosophy. This is not just a role—it is an opportunity to join the leadership team and redefine customer experience for the travel industry.

Responsibilities

• Build and lead a world-class customer experience team driven by empathy, responsiveness, and excellence.
• Identify friction points across the traveler journey and implement long-term, cross-functional solutions.
• Own and drive key experience metrics such as Turnaround Time (TAT), Net Promoter Score (NPS), Customer Satisfaction (CSAT), and escalation rates.
• Redesign Standard Operating Procedures (SOPs) in alignment with evolving business needs—such as new destinations, product categories, or policies.
• Act as the voice of the customer, delivering structured insights to product, operations, sales, and content teams.
• Design systems for quality control, team training, and performance management.
• Foster a culture of accountability, empathy, and continuous improvement within the team.
• Lead crisis communication and resolution for high-impact issues with professionalism and composure.

Qualifications

• 10–12 years of experience in customer experience or customer success, with at least 2 years in a leadership role.
• Strong strategic and analytical thinker with the ability to execute rapidly.
• Proven track record of building and scaling teams, driving performance, and managing change.
• Experience working in startups or fast-paced, high-growth environments.
• Proficiency in modern CRM and experience tools (e.g., Freshdesk, Salesforce).
• Data-driven mindset; able to make decisions based on insights, not assumptions.
• A true leader—inspirational, grounded, and trusted by teams.

Preferred Skills

• Experience in travel, hospitality, or e-commerce industries.
• Familiarity with ticketing automation, customer journey mapping, or conversational AI.
• Strong written and verbal communication skills for managing high-stakes escalations and executive-level updates.

Why Join Us

• Be a key driver of customer delight and business impact in a company reshaping the future of travel.
• Join a passionate, high-ownership team that values integrity, speed, and innovation.
• Accelerated career growth and a seat at the leadership table.
• A balanced work culture that blends structure with entrepreneurial agility.