As The Stoke Brands Co continues to grow and evolve, we’re looking for a Customer Journey & OTA Lead to support our dynamic team. The Customer Journey & OTA Lead is responsible for owning and continuously improving the full guest experience, from first interaction and pre-booking questions, through the trip itself, and all the way to post-trip follow-ups and reviews. At the core of this role is customer service excellence and OTA performance. You will manage and evolve how we communicate with guests, while also fully owning our OTAs (Online Travel Agency) platforms. Working closely with the Marketing, Sales, and Operations teams, this role acts as the bridge between what we promise online and what guests experience on the ground. We are looking to revolutionise how we handle customer service and the customer journey at Stoke, moving away from reactive inbox management and toward a structured, thoughtful, and guest-obsessed system. Someone open-minded, analytical, customer-focused, and willing to research, test, and implement new ideas will thrive in this role. 2+ years of experience in customer service, hospitality, travel, or OTA management ~ Strong spoken and written English and Spanish ~ Experience managing interns or junior staff We are a fast-paced, fun, slightly chaotic, young company We are looking for an ASAP start date.