Senior Client Experience Lead

Title: Senior Client Experience Lead
Location: Remote
Reports To: Founder, Business Strategist & Creative Director
Type: Fulltime

About Premier International Transportation

Premier International Transportation is an established luxury ground transportation company with over a decade of experience serving Fortune 500 executives, diplomats, and high-profile travelers worldwide. We are now entering a transformative new chapter: scaling our operations and codifying a unique, care-based service philosophy we call the Private Chef model. Our unique value addition to the luxury ground transport industry based on our company philosophy “See people. Know people. Serve people.”

Most transportation companies ask: "How do we move people from point A to point B efficiently?" We ask a different question: "How do we make a human being feel understood, seen, and at peace—and happen to use a vehicle to do it?"

Think of it this way: a great restaurant serves hundreds of guests well but never really knows you. We aim to be the private chef. The private chef remembers your preferences without being asked, no matter where in the world you are, and makes you feel like the only client that matters. That is the standard we are building into every reservation, every client profile, and every phone call. It is our unique value proposition, and it is the engine of our next phase of growth.

This philosophy comes from real experience. Our founder, Antoine Pitroipa, worked in the American service industry from the moment he immigrated to the United States. He built Premier from the ground up with trusted individuals, lasting relationships, and a commitment to integrity—treating every chauffeur, every client, and every partner with dignity and fairness, because that is simply who he is. That small business, built on integrity, is now the foundation we are codifying into a global brand.

We are not just scaling. We are locked into a mission to achieve 100x growth in one year. This is an aggressive, all-hands-on-deck expansion, and the Senior Client Experience Lead is the guardian of the quality and the unique value addition that makes that growth possible for the client experience team. We need a leader who can build the systems, mentor the team, and handle the pressure of hyperscale, while actively stress-testing, proving, and iterating our "Private Chef" model until it is the clear, defining value proposition that sets us apart from every other luxury transportation company in the world.

The Role

The Senior Client Experience Lead is the keeper of the standard in a period of explosive growth. While our Junior Client Experience Leads are on the front lines, mastering communication and data entry, you are the layer of expertise that ensures their work is flawless, their challenges are solved, and our systems hold up under pressure. This role is a blend of three leadership functions: Quality Guardian, Master Problem-Solver, and System Guardian.

Quality Guardian: You are the final checkpoint. You will review reservations, emails, and client profiles completed by junior team members, ensuring every detail meets the Premier standard. You catch the typo, the wrong date, or the missed opportunity to capture a client preference before it ever impacts the client. When a junior CEL makes a mistake, you don't just fix it—you coach them to mastery, using the Client Experience Lead Manual as your guide.

Master Problem-Solver: When a situation is too complex, high-stakes, or emotionally charged for a junior team member, it lands on your desk. A VIP client's flight is diverted, and they need a recovery plan in 10 minutes. An affiliate fails to show, and an executive assistant is furious. You are the calm, confident voice that de-escalates, solves the problem in real-time, and turns a potential disaster into a story of Premier's reliability.

System Guardian: The Business Strategist and Creative Director will design new initiatives, templates, and processes to elevate the client experience and scale the company. Your job is to take those initiatives and make them work in the real world. You'll stress-test every new system, run it through the daily operations, and provide direct, unfiltered feedback on what works, what's terrible, and what needs adjustment. You're also expected to identify gaps yourself—when you see a broken workflow or a missing tool, you'll flag it and propose a solution. You are the bridge between big-picture strategy and daily operational reality, ensuring that every new idea is battle-tested before it becomes a permanent standard.

A Note on Team Scope

We're building the team structure collaboratively. This role is designed to lead a small, high-trust team of 3 junior client experience leads. The size of the team will grow but any new addition will always be discussed and agreed upon with you based on your capacity, the pace of our growth, and the right balance for the company. Your voice will shape how your team is structured.

What You'll Do

Team Leadership & Quality Assurance:

• Serve as the primary mentor and quality checkpoint for a small team of Junior Client Experience Leads, ensuring every communication meets the Premier Voice standard.
• Conduct regular audits of reservations, client profiles, and email threads, providing direct, constructive feedback and coaching.
• Develop and lead supplementary training sessions on advanced communications, conflict resolution, and client psychology.

Advanced Client & Affiliate Operations:

• Personally own the booking, management, and follow-up for our most complex, high-value reservations and VIP clients.
• Manage the escalation ladder along with the Founder: resolve client complaints, pricing disputes, and last-minute itinerary changes with unshakeable calm and professionalism. Build and maintain strategic relationships with our top-tier affiliate partners, personally handling high-stakes issues and negotiating resolutions.

Systematic Improvement & 100M Readiness:

• Own the Client Experience Lead Manual. You will be the primary steward of our operational document for this team. You will own the continuous iteration of the Client Experience Lead Manual, updating scripts, checklists, and protocols based on real-world data and your team's needs. You will ensure our Premier standard is not just documented but is a living, breathing guide that evolves with our growth. You will work with the Business Strategist for final guidance, but the manual will be yours to maintain, champion, and perfect. It is the main document from which you will ensure the training and performance of all Junior Client experience leads.
• Take new initiatives, templates, and processes designed by the leadership team and stress-test them in daily operations, delivering honest, actionable feedback on what works and what doesn't.

Translate strategy into action:

• When a new initiative is launched, break it down into clear, delegated tasks for the client experience team, set realistic timelines, and manage execution to ensure every project is completed thoroughly and on schedule.
• Identify gaps in our current systems, workflows, or tools before they become problems, and propose concrete solutions.

Cross-Functional Data & Insights Partnership:

• Master the limoanywhere platform, which is the main operational system we use in the company. This platform will be a major training protocal for all junior client experience leads.
• Serve as the primary operational bridge to our marketing Strategist, helping them navigate LimoAnywhere, understand client data, and answer detailed questions about booking patterns, client preferences, and service history.
• Ensure the marketing strategist and business strategist have accurate, real-time operational insights to inform campaigns, lead generation, and brand positioning.
• Support the execution of new client acquisition strategies by handling the operational onboarding, communications, and data capture for accounts brought in through the marketing strategist and business strategist's sales initiatives. You'll be the operational anchor that turns a signed contract into a flawless first ride.

Strategic Leadership & Accountability:

• Own the scheduling for the junior Client Experience Leads, ensuring all shifts are covered and proactively handling any gaps. This includes making sure our clients always have an attentive and capable person on the other end of the line, no matter the day or time. Participate as a core member of the leadership team, alongside the Founder, Creative Director, in setting quarterly and annual OKRs for the client experience function.
• Hold yourself and your team accountable to those goals with radical transparency. Report honestly on progress, flag shortfalls early, and propose course corrections when needed. Attend and actively contribute to weekly or biweekly leadership meetings, bringing insights from the front lines to shape company strategy and adjust tactics in real time.

What We're Looking For

• Flexible & Disciplined with Time: Our client experience team operates 24 hours a day across three 8-hour shifts: 9am–5pm EST, 5pm–1am EST, and 1am–9am EST. You understand that leading this team requires flexibility. We don't expect you to work every shift every week—we know you're human. But we do expect you to commit to working across all three shifts on an equitable, rotating basis, in a reasonable manner that ensures every Junior Client Experience Lead receives direct mentorship, care, and is supported in performing to the Premier standard.
• Mentor, Leader & Systems Thinker: You find deep satisfaction in seeing others grow. You give feedback that is candid and kind, and you're constantly asking, "How can I make this easier, clearer, and more foolproof for the next person?" You coach individuals and improve systems in the same breath.
• Expert-Level Communicator: You have proven experience in high-touch client service where one wrong word can cost a relationship. You write emails that make a frantic executive assistant exhale with relief, and you deliver difficult feedback with clarity and care.
• Radically Transparent & Integrity-Driven: Honesty is your default. You deliver hard truths with respect, receive them without defensiveness, and hold yourself and your team accountable with fairness and consistency. Your word is your bond.
• Ambitious & Goal-Oriented: A 100x growth goal energizes you. You take ownership of outcomes, set ambitious targets, and drive relentlessly toward them, tracking progress with radical transparency. You're not waiting for permission to lead—you're already doing it.

What You Won't Do

• Be a passive supervisor. You won't just delegate and disappear. You'll lead by doing, especially when the stakes are high.
• Follow a static playbook. You're not here to maintain the status quo. You're here to stress-test, challenge, and elevate every standard we set.
• Work in isolation. You'll be a core strategic partner to the Founder, Creative Director, and Marketing Strategist. Your voice will shape decisions far beyond your immediate team.
• Wonder if your work matters. The quality you enforce and the systems you build will be the direct reason a client chooses us again, a junior team member thrives, and the company scales without breaking.

Why Join Us

• Lead Through a Critical Growth Phase. We're locked into an aggressive 100x growth goal. This is a chance to lead a team through that challenge and build the operational backbone of a scaling company.
• Strategic Influence. You'll work directly with the Founder and Creative Director, not as an order-taker, but as a co-pilot. Your insights from the front lines will directly shape company strategy, new initiatives, and how we treat our people and our clients.
• Reward for the Growth You Drive. Your compensation is designed to grow directly with the company's success. As we hit our 100M milestones, your pay and your role will reflect the value you've created. We believe in sharing the rewards with those who build them.
• Build Something Real. Help turn a founder's philosophy—"See People. Know People. Serve People."—into a real, scalable operating system and a genuine team culture.

How to Apply

To the email [email protected], send us your resume, your written answers to the questions below, and a brief voice memo.

We want to get to know how you think, how you lead, and how you sound. Please answer the following questions 1 and 2 in writing. Then, record a voice memo of yourself answering Question 3.

Question 1 (Written): Our goal is 100x growth in one year. This is an aggressive, all-hands-on-deck expansion that will push every leader to their limits. Tell us why this specific role, at this specific stage of growth, is the right next chapter for your career. What makes you uniquely prepared to lead a team through this kind of transformation?

Question 2 (Written): Our company philosophy is "See People. Know People. Serve People." In your own words, tell us what this means to you in leadership, especially when it comes to setting 100x company goals for yourself and the client experience lead team, enacting initiatives to enhance the client experience, and fostering genuine team collaboration.

Question 3 (Voice Memo): You are the Senior Client Experience Lead. It's 7:00 AM, and you've just received a frantic email from an executive assistant. Her CEO's chauffeur never showed up for a critical airport transfer, and the client called an Uber for his ride to the airport instead. Record a voice memo as if you are leaving a voicemail for the executive assistant. Reassure her, tell her your immediate action plan, and embody the calm, confident, and warm presence we call the Premier Voice.

We read and listen to every application. We will only be able to respond to candidates who email us with the full application requirements incluing a resume, written answers, and the voice memo. We're excited to hear how you think—and how you lead.