• Lead strategic initiatives for the Customer Experience organization, from concept through execution. • Serve as the program manager for cross-functional CX projects, ensuring milestones, risks, and outcomes are clearly tracked. • Design and coordinate onboarding and ongoing training programs for CX teams. • Build and maintain documentation and playbooks to support consistent execution. • Own CX operational systems and workflows across Salesforce, Jira, and Confluence. • Identify opportunities to automate processes and reporting to improve team efficiency and data quality. • Partner with technical teams to implement scalable workflows and integrations. • Act as chief of staff to CX leadership for strategy execution, metric definition and tracking, and business reviews and performance reporting. • Build dashboards and reporting frameworks to measure how the CX organization is performing. • Centralize and track operational issues, risks, and blockers across CX teams. • Ensure visibility, ownership, and resolution of high-impact customer and process issues. • Create executive-level presentations and reports summarizing CX performance, risks, and initiatives. • Leverage AI tools to improve documentation, reporting, and operational workflows.

• Respond to customers via official channels (WhatsApp and email) • Receive requests, inquiries, billing questions and complaints professionally • Record and organize all requests in ClickUp with clarity and context • Correctly route requests to internal teams (Ads, Web, Design and Social Media) • Follow up on and chase internal team deadlines and responses • Request materials, approvals and pending information from clients • Keep clients updated on status, revisions and deliveries • Manage deadlines, SLAs and priorities • Handle multiple client interactions simultaneously • Ensure clear, concise communication aligned with the agency's positioning

• Learn CIC’s products and serve as a key support resource through our Customer Help Desk system • Log, track, and manage support requests in our ticketing system with clear and accurate documentation • Install and update software applications and hardware peripherals • Troubleshoot issues and escalate complex cases to Tier 2 or Tier 3 teams with thorough handoffs • Assist with IT documentation, knowledge base articles, and standard operating procedures • Resolve an average of 10–15 support calls per day , meeting response and resolution time expectations of 35 minutes each • Ensure support tickets remain active and are not stagnant for more than 72 business hours • Maintain a low escalation rate, with less than 10% of calls requiring external resources • Provide after-hours support as needed

This role focuses on helping clients research, plan, and book vacations, cruises, honeymoons, destination weddings, and group travel experiences while working remotely. Assist clients with researching and booking travel experiences Recommend destinations, resorts, and travel options based on client needs and preferences Coordinate itineraries, reservations, and travel documentation Communicate professionally with clients via phone, email, and online platforms Provide professional customer service before and after travel Participate in basic marketing activities such as sharing travel content and promoting services (training provided)