Lead Customer Service & Sales Operations

Smith's Ferry Services, Ltd.

Charlotte Amalie (United States Virgin Islands)

On-site

USD 55,000 - 75,000

Full time

14 days+

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Job summary

Smith’s Ferry Services, Ltd. in the U.S. Virgin Islands is seeking an experienced Lead Agent / Customer Service & Sales Supervisor to oversee the St.

Thomas office, drive exceptional service, and coordinate ticketing, passenger logistics and group travel in a fast-paced environment. The role requires strong leadership, a track record in hospitality or transportation, weekend availability, and the ability to collaborate with the British Virgin Islands team to maintain high standards across both

Qualifications

Minimum 3–5 years of supervisory experience in a service, hospitality, tourism, or transportation field.
Proven ability to lead, coach, and develop a high-performing team.
Strong customer service orientation with sales focus and operational acumen.

Responsibilities

Oversee daily operations of the St. Thomas Customer Service & Sales Office.
Lead, coach, and develop agents to deliver outstanding service and hit objectives.
Plan and manage staff schedules to ensure adequate coverage and efficiency.
Coordinate with Operations Director on ferry schedules and updates.
Support cross-territory operations with the British Virgin Islands team to maintain service standards.
Identify operational improvements to boost efficiency and customer satisfaction.
Assist with onboarding, training, performance management, and development.