Customer Success Manager

Job Opening: Customer Success Manager 📣

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.

🔑 What you’ll be doing

As a Customer Success Manager at Host Wise, you will play a key leadership role in driving operational excellence and delivering exceptional service experiences. You will lead a dynamic team of 4 to 8 customer support professionals, ensuring high performance and alignment with our company's strategic goals.

• Leading and mentoring a team of 4–8 Customer Support Specialists, ensuring high-quality service delivery and timely task execution;

• Acting as the escalation point for complex customer issues;

• Monitoring key performance metrics (SLA, quality, team objectives) using tools like Zendesk;

• Managing team recruitment, development, and ongoing training initiatives;

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

We’re looking for a proactive leader with a passion for customer success and a strategic mindset to help us elevate our support function. If you're eager to build, lead, and innovate in a fast-paced environment, here is your chance!

Key Responsibilities

• Lead and manage the daily operations of the Customer Support team, ensuring timely and high-quality task execution (a team between 4 - 8 people);

• Act as the primary escalation point for complex and high-impact customer issues, providing hands-on support and resolution;

• Serve as the liaison between the Customer Support team and the executive leadership, representing team performance and operational insights;

• Monitor and analyze team performance metrics, including SLAs and quality indicators, leveraging tools such as Zendesk and Aircall;

• Deliver regular team and executive meetings (weekly/monthly) to report on performance, share challenges, and align on strategic objectives;

• Drive continuous recruitment efforts to build and maintain a high-performing Customer Support team;

• Lead continuous improvement initiatives by identifying process gaps, implementing operational enhancements, and ensuring measurable impact;

• Oversee and contribute to the ongoing training and development of the team, supporting both current processes and the creation of new ones;

Technical Skills

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

• Strong organisational skills, using tools such as Trello to manage and organise tasks for the CS team.

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

Soft Skills

• Resilience under pressure and a solution-driven mindset;

• 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;

Experience & Qualifications

• 3+ years in customer support or customer success roles and at least, with at least 1 year in a leadership position;

• Bachelor’s degree (required);

• Strong analytical skills to monitor KPIs and drive performance;

• A commitment to continuous improvement in processes and service;

• Problem-solving mindset with a proactive approach to challenges — you don’t close a case until it’s fully resolved;

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 leaders 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;

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;