CX Operations & Strategy Specialist – Tier 2

Job Opening: CX Operations & Strategy Specialist – Tier 2 📣

Get to Know Us

Host Wise is a game-changing property management company in Portugal, driven by a passion for revolutionising the vacation rental and real estate investment sectors. We connect property owners, real estate investors, tourists, and digital nomads from all corners of the world.

Lightning-fast Growth StartUp, we closed 2024 with promising numbers: Managing over 450 properties (apartments, houses and hostels) 10M€ annual revenue, 50 talented people and successfully spinning off Invest Wise and Travel Wise.

Our Culture at Host Wise

We are passionate about creating a people-first environment that values growth, responsibility, and innovation. We believe in:

• Investing in our team’s personal and professional development;

• Fostering a collaborative, transparent, and inclusive workspace;

• Prioritizing accountability and autonomy in decision-making;

🔑 What you’ll be doing

You will be the first point of contact for many of our customer (owners, guests and suppliers) and will be responsible for:

• Managing and prioritizing multiple reservations and communications daily;

• Providing timely support and ensuring smooth resolution of any issues or requests;

• Monitoring the workflow using platforms/softwares like Zendesk, Aircall, Breezeway, Slack, and Trello;

• Collaborating across departments to ensure all guest experiences meet Host Wise standards;
  

This position requires a high level of commitment and accountability, as we aim to grow professionals into leadership roles by providing continual learning opportunities.

Key Responsibilities

• Provide and supervise 1st level support, guidance and solutions or answers to our guests before, during and after their stay, over the CRM Zendesk and telephone - using the Aircall solution;

• Dealing with 2nd level support tickets and complaints, finding agile solutions to any situation, ensuring the satisfaction of our customers;

• Receive, assess, prioritise and resolve customer inquiries;

• Ensure the follow-up of customer requests and coordinate with the operations team or a more senior member of the team in order to achieve a better customer service with a fast response time;

• Maintain detailed records of all guest interactions, ensuring that all information is accurately documented and easily accessible to other team members;

• Contributing to continuous improvement: Identifying opportunities to optimize our processes and raise the quality of customer support;

• Be responsible for following management direction and providing feedback.

Technical Skills

• Proficiency in customer service/ticketing platforms (Zendesk, Breezeway, Aircall);

• Strong organizational skills using tools like Trello;

• Familiarity with team collaboration platforms (Slack, Google Workspace);

• Confidence in using AI tools such as ChatGPT to enhance productivity;

Soft Skills

• Resilience under pressure and a solution-driven mindset;

• Excellent communication across teams and with clients;

• Critical thinking, especially when decisions have financial impacts;

• Autonomy and proactiveness to act quickly and independently;

• Adaptability, with an openness to change and diverse perspectives;

• Availability to work on weekends and holidays as needed;

Experience & Qualifications

• Bachelor’s degree (required);

• 3+ years in a customer support or customer service role;

• Strong problem-solving mindset — you don’t close a case until it’s fully resolved;

• A commitment to continuous improvement in processes and service;

What We Value
Impact: Your contributions will make a tangible difference.

Data and Experimentation: We rely on data to inform decisions and embrace experimentation.

Learning: We encourage continuous learning and growth.

Collaboration: Working together is key to our success.

Enjoyment: We believe in enjoying what we do and having fun along the way.

Ready to embark on a journey where your skills will be valued, and your ideas will shape the industry’s future?

What You’ll Bring

• Talent, motivation, and dedication. All of those skills will be exponentiated at Host Wise, you will learn and grow with us;

• Good communication skills in Portuguese and English, additional language skills in French or Spanish are an advantage;

• Enthusiastic about technology and willing to take initiative and learn new skills;

• Self-motivated, curious, and proactive mindset.

What You'll Get in Return

• Salary: We offer our workers a competitive salary. Our compensation structure is designed to be fair and transparent. It is adjusted based on your experience and performance and comes with attractive benefits;

• Career Growth: Accelerated progression opportunities, with annual reviews and potential for increased responsibilities;

• Flexible Work Environment: Remote-friendly policy and state-of-the-art office space in Downtown Porto with a lovely terrace;

• Team Engagement: Regular team events to celebrate our collective success.;

• Wellness Programs: Access to online and in-person personal training sessions;