Customer Experience Lead

About the role

Arabian Wanderers is looking for a Customer Experience Lead to own the end‑to‑end journey of our adventure travelers. You will shape how customers interact with the brand from the first WhatsApp message through post‑trip follow‑up, building the processes, tools and standards that deliver a memorable experience at scale.

Key responsibilities

• Lead multi‑channel support (WhatsApp, social, email, phone) and define tone and responsiveness standards.
• Manage the handover of confirmed trips to operations, ensuring all special requests are captured.
• Design and run post‑trip feedback loops, turning insights into actionable improvements.
• Identify patterns in customer inquiries, feeding insights into booking information, trip design and communications.
• Develop and refine tools and workflows that streamline B2C and B2B booking experiences.

Required profile

• Fluent written and spoken English; additional languages are a plus.
• Passion for travel, camping, hiking and the outdoors.
• Proven track record of solving problems and improving processes.
• High empathy and a customer‑first mindset.
• Willingness to be available occasional weekends or holidays during peak seasons.
• Open‑minded and comfortable working with a diverse, international community.

Required skills

What we offer

• Competitive salary.
• Full remote flexibility.
• Real ownership from day one in a fast‑growing adventure travel brand.