Director of Customer Service

Location New York
Discipline: Travel Technology
Job type: SEED - Permanent
Salary: £DOE
Job ref: 38

A rare opportunity for a Director of Customer Service to join a travel start-up on a mission to disrupt a legacy industry with a cloud-native, digital-first platform.

As the Director of Customer Service, you will be responsible for building and delivering a global world-class customer service team. You are the subject matter expert and authority on customer service. You manage daily customer service operations by resolving issues upstream and refining downstream processes, procedures, and policies executed by the Customer Service team. This role works across a range of corporate travel offerings and covers all customer service channels including email, chat, app, website, and bots.

You will lead and scale a world-class customer-centric team through the next stage of growth.  You will work across the product set with the sales, engineering, product, and learning and development teams. You will be responsible for resolving issues upstream while defining scalable global infrastructure and refining downstream processes and procedures.


As the Director of Global Customer Service, you will:

  • Build, grow, and lead a remote team of 50+ global Customer Support Specialists ranging from entry to staff level along with five managers

  • Partner with the executive team and other leaders to define success metrics for your team and ensure that your team meets the company’s strategic goals and initiatives

  • Determine and own the team’s roadmap, ensuring the team sets and exceeds strategic goals each quarter

  • Measure Customer Service impact on customer satisfaction, retention, and activations. Work with the team to test and evaluate strategies for improving impact on the customer experience

  • Ensure the team grows at pace with our customer base and hiring. Ensure tooling and process needs are aligned with the skills and knowledge required to support our products

  • In a data-driven format, advocate on behalf of online customers cross-functionally to provide insights and improve the product experience.

Required background and expertise:

  • 10+ years experience in the corporate travel management ecosystem with an experience trajectory in customer service.

  • Proven expertise building and mentoring a high-calibre, global customer service team from the ground up.

  • Experience designing and scaling distributed customer service operations and teams in multiple global locations.

  • Extensive knowledge of customer service operations using a holistic and comprehensive approach    (Performance Management, Client Service Journey Design, and Capacity Planning).

  • Experience establishing and monitoring quantitative and qualitative Key Performance Indicators (KPIs) and processes for monitoring established Service Level Agreements (SLAs).

  • Additional bilingual language proficiency in one or more of the following languages is a plus:German, French, Portuguese, Spanish, Mandarin, Japanese, or Thai.

In addition you shall: 

  • Possess a deep understanding of managing large, global, remote teams providing 24/7 cross-time zone support to technical and non-technical customers

  • Have a track record of managerial leadership, expertise, and mentorship. Ability to grow and develop high-functioning teams and leaders

  • Have experience leading in high growth, constantly changing environment

  • Have a strong ability to use quantitative data and metrics to drive decision making impacting the team and the product’s success

  • Can learn new digital tools quickly and have a deep understanding of web technology or web architecture

  • Demonstrate good judgment in balancing innovation with practical operation

  • Are excellent at developing presentations and communicating to a wide range of audiences

  • Can collaborate effectively across multiple teams as a thoughtful, direct, and kind communicator

This position can be based in London or New York.