GuestReady
Owner Experience Supervisor (English & Portuguese) - Porto
🇵🇹Porto, Porto, Portugal23 days ago
Full TimeENEurope
We’re looking for an Owner Experience Supervisor to join GuestReady and level up the way we support our property owners — one of our most important partners.
You’ll lead a team of Owner Experience Agents across multiple markets and channels, making sure we deliver fast, high-quality, and consistent support every time. This is a hybrid role based in our Porto office.
Coach, support, and grow a team of agents. Set clear expectations, track performance (CSAT/NPS, speed, quality), and build a culture of ownership and continuous improvement.
Ensure owners get fast, clear, and professional support across email, phone, chat, and CRM tools — always with a hospitality-first mindset.
Take charge of complex or high-impact cases, making sure they’re properly prioritised, resolved quickly, and communicated clearly end-to-end.
Spot process gaps, identify recurring issues, and work with teams across the business to improve how things work at scale.
Go beyond surface-level issues to understand what’s really happening — and help prevent problems from repeating.
Make sure CRM data is accurate, structured, and actually useful for decision-making and visibility across teams.
Review interactions, coach your team, and make sure we’re consistently delivering a top-tier experience.
Work closely with Operations, Finance, and Owner Success to make sure everything runs smoothly end-to-end.
Track performance, spot trends, and share insights that help us improve how we work.
Support onboarding and continuous learning so the team stays sharp, aligned, and up to speed with changes.
Always be thinking ahead — what owners need next, what can be improved, and how we can do things better.
Languages: Fluent English & Portuguese (Spanish is a plus) 🌍
Experience: Customer service / hospitality / client-facing background + some team leadership
Leadership: Ability to motivate, structure, and drive performance
Tech comfort: Confident using CRM and digital tools
Flexibility: Available for shifts (evenings, weekends, holidays when needed) ⏰
Mindset: Calm under pressure, hands-on, proactive, and obsessed with great service 💡
