• Own day-to-day CX delivery across Tbilisi-based shifts, including queue management, handovers and weekend coverage. • Maintain tight control of backlogs, SLAs and quality standards. • Act early when performance slips — do not allow issues to drift or escalate unnecessarily. • Line-manage CX Analysts and Senior Analysts based in Tbilisi. • Set clear expectations around ownership, judgement and decision-making. • Coach team members to solve problems independently and raise the standard of what “senior” means. • Drive consistent and effective use of CX tools, workflows, macros and reporting. • Challenge manual work, duplication and low-value activity. • Turn repeat issues into permanent fixes in partnership with Operations, Product and Technology teams. • Replace “we need more people” with evidence-based analysis and better ways of working. • Act as the primary operational counterpart for CX in Tbilisi.

• Conduct customer business reviews that are focused on cloud utilization and identifying and sharing cost optimization opportunities. • Build and maintain a trusted advisor relationship with our customers. • Maintain comprehensive documentation of checklists, procedures, processes, and policies to support compliant and best-practice deployment and utilization of cloud resources. • Define, measure and monitor KPIs and SLAs that lead to high customer satisfaction. • Own the post-sales relationship

• Together with the Customer Operations team, you manage our central inbox and handle inquiries from our B2B customers • You answer follow-up questions about our products, how they work, and payroll data • You support our enterprise customers with operational matters such as onboarding and offboarding employees • You maintain and update data in the CRM and backend so colleagues and customers can always access accurate and complete information • You regularly coordinate with User Support, Customer Success, and Development teams to ensure smooth day-to-day operations • You assist the Operations team with other administrative tasks

About the Opportunity We are seeking enthusiastic and detail-oriented individuals to join our team as Travel Experience Planners. In this role, you will assist clients with designing and organizing memorable travel experiences by coordinating trip details, researching destinations, and ensuring every aspect of the journey is thoughtfully planned. This opportunity is ideal for individuals who enjoy travel, creativity, and helping others turn their travel ideas into well-organized experiences. Travel Experience Planners use established booking platforms and travel resources to assist with reservations, itinerary development, and travel logistics. Key Responsibilities - Assist clients in planning travel experiences including flights, hotels, cruises, resorts, tours, and vacation packages - Research destinations and provide recommendations based on client preferences, travel goals, and budgets - Design organized travel itineraries that outline all trip components and activities - Coordinate reservations and communicate with travel suppliers to confirm availability - Maintain accurate records of bookings, confirmations, and client communications - Provide guidance on travel schedules, documentation requirements, and itinerary details - Support travelers with questions or itinerary updates before and during their trips - Stay informed about travel promotions, supplier updates, and destination information Qualifications - Strong organizational and communication skills - Ability to manage multiple travel requests and details simultaneously - Customer-service mindset with strong attention to detail - Comfortable working independently in a remote environment - Basic computer proficiency and familiarity with online systems - Interest in travel, tourism, hospitality, or trip planning - Previous experience in customer service, hospitality, event planning, or travel coordination is helpful but not required What You’ll Gain - Flexible remote work environment - Access to professional training and travel industry resources - Opportunities to develop expertise in travel planning and destination research - Supportive team environment focused on professional growth - Potential travel-related incentives and industry perks $45,000 - $65,000 a year Additional Information This role offers flexibility and provides tools and training designed to support individuals in planning and coordinating travel experiences for clients. Applicants should be comfortable working remotely and communicating with clients and travel partners through digital platforms.