Associate/Senior Associate, Customer Experience

<div class="content-intro"><h1><strong>🚀</strong> Why Headout?</h1> <h3>We’re a rocketship: 9-figure revenue, record growth, and profitable</h3> <p>With $130M in revenue, guests in 100+ cities, and 18 months of profitability, Headout is the fastest-growing marketplace in the travel industry, and we’re just getting started. We've raised $60M+ from top-tier investors and are building a durable company for the long term — because that's what our mission needs and deserves. We’re growing, profitable and nowhere near done.</p> <h3>What we do is important</h3> <p>In an increasingly digital world, there is a desperate need to augment our human experience by getting us to interact with the real world around us and the people in it. At Headout, our mission is to be the easiest, fastest, and most delightful way to head out to a real-life experience — from immersive tours to museums to live events and everything in between.</p> <h3>Why now?</h3> <p>The foundation is strong. The opportunity ahead is even bigger. We’ve hit profitability, built momentum, and proven the model — but there’s so much more to build. If you’re looking to join a company where the trajectory is steep and your impact is real, this is the moment.</p> <h3>Our culture</h3> <p>Reinventing the travel industry isn't easy, but that's the fun part.<br>We care deeply about ownership, craft, and impact, and we’re here to do the best work of our careers. We won’t pretend like it’s for everyone but if you’re a builder who loves solving tough problems, you’ll feel right at home. Read more about our unique values here: <a href="https://bit.ly/HeadoutPlaybook" target="_blank">https://bit.ly/HeadoutPlaybook</a></p> <p>&nbsp;</p></div><h1>👩‍💻 The role</h1> <p>At Headout, the Associate, Customer Experience isn't just a position - it's a commitment to excellence. Join our agile customer operations team, a group adept at swiftly addressing concerns and consistently delivering top-notch experiences. Your primary task? Ensuring every interaction with Headout leaves our customers satisfied and impressed. Please note that this role is for calls, emails and chat process.<br><br>This is a remote-first role, open to candidates across India.</p> <h1>🤩 What makes this role special?</h1> <ul> <li><strong>Service-Oriented</strong>: Your passion lies in assisting others, ensuring our guests always leave with a smile, even if they initially reached out with an issue.</li> <li><strong>Multitasker</strong>: You can efficiently juggle queries, whether they come through chats, calls, or social media platforms.</li> <li><strong>Effective Communicator</strong>: Working cohesively with various internal teams, you ensure every guest query is addressed promptly and accurately.</li> <li><strong>Continuous Improvement:</strong> You're always on the lookout to enhance our internal processes, aiming for increased efficiency.</li> </ul> <h1>💝 What skills &amp; experience do you need?</h1> <ul> <li><strong>You’re Detail-Oriented</strong>: You have an eagle eye, catching even the tiniest of details that others might miss.</li> <li><strong>Language Skills</strong>: Fluent in English, both in writing and speech.</li> <li><strong>You’re Organized</strong>: Like Monica Geller from 'Friends', you're systematic, organized, and always seeking to optimize.</li> <li><strong>You’re Forward-thinking</strong>: You focus on lasting solutions rather than quick fixes.</li> <li><strong>You’re Agile.</strong>: Comfortable with shift work, understanding the need for flexibility in a 24/7 customer service environment.</li> </ul> <h1>🥰 Bonus</h1> <ul> <li>A passion for travel.</li> <li>Previous experience assisting a global clientele</li> </ul><div class="content-conclusion"><hr> <h2>EEO statement</h2> <p>At Headout, we don’t just accept differences — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our partners, and the community at large. Headout&nbsp;provides&nbsp;equal employment&nbsp;opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability. During the interview process, if you need assistance or an accommodation due to a disability, you may contact the recruiter assigned to your application or email us at <a href="mailto:[email protected]">[email protected]</a>.</p> <h2>Privacy policy</h2> <p>Please note that once you apply for this job profile your personal data will be retained for a period of one (1) year. Headout shall process this data for recruitment purposes only. Once the relevant job profile is filled or once the time period of one (1) year from the date of the job application has passed, whichever is later, Headout shall either delete your data or inform you that it shall keep it in its database for future roles. In compliance with the relevant privacy laws, you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that the processing of your personal data be restricted. If you have any concerns or questions about the way Headout handle your data, you can contact our Data Protection Officer for more information.</p></div>