Director of Customer Service - Miami - Overseas Network

    Overseas Network
    Overseas Network Miami

    1 week ago

    Description

    About the Role

    We are launching a new Customer Services department within our Overseas Technology division —a digital product line designed to deliver seamless, high-touch travel solutions for sports fans worldwide. As Director of Customer Service, you will provide strategic leadership and long-term direction for this function as it scales.

    This role is responsible for defining the customer experience vision, building the operating framework, and ensuring service excellence across channels, regions, and product lines. You will lead a team of supervisors and agents, partnering closely with executive leadership and cross-functional stakeholders to ensure Customer Service is a strategic driver of growth, retention, and brand loyalty.

    This position is ideal for a leader who thrives in early-stage or scaling environments, enjoys building structure where little exists, and brings both hospitality intuition and operational discipline.

    Location: United States (Remote, or Onsite)

    Key Responsibilities that you'll do:

    • Set the long-term Customer Service vision and operating model across all service channels and digital products.
    • Lead and develop Customer Services within the company as primary stakeholder, ensuring clear accountability between sales, product and execution teams.
    • Maintain quality control oversight across Curated Sales business line, in coordination with the department lead, ensuring handoff trips originating from Fanatrips meet defined service and delivery standards.
    • Design scalable service frameworks, including staffing models (setting staff requirements and hiring, on-boarding and developing training programs for new staff members), escalation paths, script development, and service standards, to support growth.
    • Identifying systemic gaps and driving improvements that elevate satisfaction and loyalty.
    • Establish and oversee CS performance metrics, translating data into strategic recommendations for leadership.
    • Align Customer Service with commercial objectives, ensuring service supports conversion, retention, and lifetime value.
    • Serve as the primary Customer Service stakeholder across Product, Technology, and Operations initiatives.
    • Own the Customer Service systems ecosystem, driving efficiency through technology, automation, and process optimization.

    What we're looking for:

    • 8–10+ years of experience in customer services and operations. Hospitality, travel, or consumer-facing digital product experience strongly preferred.
    • Proven experience building or scaling customer service functions in startup or high-growth environments.
    • Experience in leading a Customer Services team of supervisors, not just individual Customer Service contributors.
    • Strong executive presence with the ability to update and influence senior stakeholders.
    • Deep understanding of service metrics, operational design, and CS analytics.
    • Sales-aware mindset with experience in upselling and aligning CS and revenue outcomes.
    • Fluency in English required; additional languages a plus.

    Salary: To be agreed upon, based on experience

    Vacations: 15 business days, begins accruing on Day 1 of your hire date at 1.25 days per month.

    Schedule: Shifts to be determined on a weekly/monthly basis

    Discounted hotel rates for personal travel (after 90 day probation period)

    Access to the company's health insurance marketplace, including dental and vision coverage, following the 90-day probationary period Company subsidizes $150 + GAP /month.

    About Us:


    At Overseas Network, the story starts with YOU. Since 2000, we've built our success on people — the talent, creativity, and passion that fuel every journey we design. When you join our team, you're not just filling a role; you're becoming part of the story we tell the world. Our purpose is simple: every destination has a story to tell. Each department brings that vision to life in its own way. We continue to expand our business offerings into digital products, which are unique to the hospitality space.


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