Customer Service Lead and Operations Coordinator

Important All application screening questions must be completed in order for your application to be considered for this role. Incomplete applications may not be reviewed. Overview The Customer Service Lead & Operations Coordinator will work alongside the management team at Portland Explorer and Casco Bay Custom Charters and serve as the primary point of contact for customer inquiries from the first point of contact through the completion of their experience and beyond. This role supports two leading Portland, Maine tour companies that offer premium sightseeing, food, and on-the-water experiences. The ideal candidate is positive, outgoing, and personable, enjoys collaborating on problem-solving tasks, and has the ability to handle customer needs, feedback, and complaints in a constructive and goal-oriented manner. Candidates should have 1–2 years of customer service experience, be proficient with Google Workspace, and be comfortable quickly adapting to additional support software such as FareHarbor, Front, OpenPhone, and Slack. This position requires strong attention to detail, excellent organizational and time-management skills, strong written and verbal communication, and the ability to work both independently and collaboratively. The ideal candidate enjoys solving problems quickly and creatively and is excited to learn new tools, responsibilities, and cloud-based systems that support daily operations. Beyond customer communication, this role plays a central part in coordinating the daily operations of tours and guest experiences. The Customer Service Lead & Operations Coordinator will work closely with management to coordinate daily tour schedules, communicate with guides and crew, and ensure all operational details are organized in advance of each tour. This includes coordinating with guides on logistics, assisting with scheduling and tour preparation, supporting management with more involved private charter and custom experience inquiries, and helping ensure every detail of the tour day runs smoothly. The role will also assist in coordinating catering logistics and communication with partner businesses, helping manage the moving parts that make each experience successful. Because these tours often involve multiple partners, vendors, guides, and guests, the ideal candidate is someone who thrives in a fast-paced environment, enjoys keeping many details organized at once, and takes pride in ensuring that every tour runs smoothly from planning to completion. Duties Manage and oversee all customer communications via phone, text, and email Serve as the primary customer contact from booking through post-tour follow-up Coordinate the daily logistics of tours and guest experiences, ensuring all operational details are prepared in advance Communicate regularly with tour guides and crew to coordinate schedules, logistics, and tour readiness Support management with private charter and custom tour inquiries, helping coordinate details and guest expectations Coordinate tour-day logistics, including scheduling, guest communication, and operational preparation Assist in managing catering logistics and communication with partner businesses, ensuring all elements of the experience are confirmed and delivered smoothly Collaborate with management to ensure seamless coordination between guides, vendors, partners, and guests Analyze customer feedback and operational data to help identify opportunities to improve the guest experience Address customer inquiries, concerns, and complaints in a timely and professional manner Resolve customer issues with thoughtful, solution-oriented communication Assist with administrative and operational tasks that support the daily operations of the business Qualifications Excellent verbal and written communication skills in English 1–2+ years of customer service, hospitality, tourism, or operations experience Strong organizational, time-management, and multitasking abilities Ability to manage multiple tours, schedules, and operational details simultaneously Comfort using CRM systems, booking platforms, and communication tools, including Google Workspace, FareHarbor, Front, OpenPhone, and Slack Strong problem-solving and conflict-resolution skills High level of attention to detail and operational awareness Ability to work independently while coordinating with guides, partners, and management Comfortable working in a fast-paced environment with many moving parts A positive, team-oriented attitude and a desire to help create exceptional guest experiences Location / Dates Temporary full-time position Monday – Friday schedule Weekly salary Position runs mid-April through mid-August, 2026 Hybrid role based in Portland, Maine Combination of remote work and in-person coordination with guides, partners, and management Some in-person meetings, training, and operational coordination required Pay: $720.00 - $900.00 per week Benefits: Employee discount Flexible schedule Paid time off Application Question(s): What excites you about this role with Portland Explorer and Casco Bay Custom Charters? Why do you believe you would be a strong fit for this Customer Service Lead & Operations Coordinator position? This role involves coordinating multiple tours, guides, partners, and customer communications at the same time. Can you describe a time when you successfully managed many moving parts or responsibilities at once? Are you available to work full-time Monday–Friday from mid-April through mid-August? Are you comfortable managing customer communication (phone, text, email) for 8-10 hours a day? Please describe why this schedule and type of work is a good fit for you. Work Location: Hybrid remote in Portland, ME 04103