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    Customer Service Specialist

    • Hybrid
      • Porto, Porto, Portugal
    • Customer Support

    Job description

    Job Opening: Customer Service Specialist 📣

    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.

    ROLE OVERVIEW:

    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.

    YOUR RESPONSIBILITIES:

    • Provide 1st level support, guidance and solutions or answers to our guests before, during and after their stay, over the ticket system Zendesk and telephone (Aircall);

    • 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;

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

    • 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.

    Job requirements

    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);

    • 2+ 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:

    • Competitive salary between €1,000 and €1,500 gross/month, adjusted based on your experience and performance, accompanied by attractive benefits;

    • Accelerated career growth (both in salary and responsibility);

    • Remote-friendly policy;

    • Regular team events where we celebrate our success which is our people;

    • Work-life balance incentives;

    • A place where you can get things done. No unnecessary meetings or admin work.

    • State-of-the-art office space (Downtown Porto with a lovely terrace) and conditions;

    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

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