Overseas Network · 2 weeks ago
Director of Customer Service
Miami, FL
Full-time
Hybrid
Director/Executive
8+ years expOverseas Network is launching a customer experience division within their new digital product line aimed at delivering seamless travel solutions for sports fans. The Director of Customer Service will provide strategic leadership, define the customer experience vision, and ensure service excellence across channels and regions.
Leisure Travel & Tourism
Responsibilities
Set the long-term Customer Experience vision and operating model across all service channels and digital products
Lead and develop Customer Experience leadership, 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 training of 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 CX performance metrics, translating data into strategic recommendations for leadership
Align Customer Experience with commercial objectives, ensuring service supports conversion, retention, and lifetime value
Serve as the primary Customer Experience stakeholder across Product, Technology, and Operations initiatives
Own the Customer Service systems ecosystem, driving efficiency through technology, automation, and process optimization
Qualification
Required
8–10+ years of experience in Customer Service and its operations, or Hospitality Leadership
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
Fluency in English required
Preferred
Hospitality, travel, or consumer-facing digital product experience strongly preferred
Sales-aware mindset with experience in upselling and aligning CS and revenue outcomes
Additional languages a plus
Benefits
15 business days, begins accruing on Day 1 of your hire date at 1.25 days per month.
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.
Company
Overseas Network
Overseas Network is a vast large network committed to giving insider info to travel experts for all traveller needs.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2019-01-01Seed
Leadership Team
Ronald Daniel Martinez Luyando
CTO
Antonio Oppi
Chief Operating Officer
Recent News
Tarsadia
2023-10-11
Company data provided by crunchbase