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    Customer Support Team Lead

    Hybrid
    • Porto, Porto, Portugal
    Customer Support

    Job description

    Job Opening: Customer Support Team Lead 📣

    HOST WISE is a game-changing property management company in Portugal, driven by a passion for revolutionizing the vacation rental sector.

    We connect property owners, tourists, and digital nomads from all corners of the world. Lightning-fast Growth StartUp, we've closed 2023 with promising numbers: Managing over 350 properties (apartments, houses, hostels, guest houses, and rural tourism spaces) With 10M€ of annual revenue, more than 40 talented people, and successfully spinning off Invest Wise and Work Wise.

    We forecast to keep growing over 75% maintaining our rapid growth trajectory and launching a new spin-off: Travel Wise.


    ABOUT THE ROLE

    As the Customer Support Team Lead at Host Wise, you will lead our dedicated team +7 agents of over ten agents to ensure exceptional service delivery across all back-office operations for guests and property owners.

    Your guidance and leadership will be instrumental in maintaining our high service standards, achieving financial goals, and ensuring our support is available and performing well 24/7, 365 days a year.


    KEY RESPONSABILITIES:

    • Lead and manage a team of +7 customer support agents and coordinators providing coaching, guidance, and performance feedback.
    • Oversee the training, hiring, and performance management of the customer support team to maintain high service standards.
    • Monitor key performance indicators (KPIs) such as guest communication scores, review scores, and message response times, implementing strategies for continuous improvement.
    • Build, lead, and motivate a team of customer service representatives, providing guidance, support, and ongoing training.
    • Serve as the primary point of contact for client communication, addressing concerns, providing updates, and managing escalations as needed.
    • Collaborate with other departments, such as operations, and quality to streamline processes and improve overall efficiency.
    • Maintain accurate records of customer interactions, feedback, and resolutions, and generate regular reports to track metrics and trends.
    • Stay updated on industry trends, best practices, and emerging technologies related to customer support and incorporate them into the daily work routine.
    • Foster a positive and collaborative work environment within the customer support team, promoting teamwork, motivation, and employee engagement.

    Job requirements

    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:

    • 3+ years of experience in a customer service managerial role.
    • Fluent in both English & Portuguese
    • Proven experience in customer service management, with a track record of successfully leading teams and driving results.
    • Excellent leadership and interpersonal skills, with the ability to motivate, inspire, and empower team members to achieve their goals.
    • Analytical mindset with the ability to analyse data, have financial sensibility and orientation, and make data-driven decisions.
    • Knowledge of customer support technologies, such as ticketing systems, cloud call centers and AI tools and plugins.
    • Ability to adapt to a fast-paced and dynamic work environment, with a focus on continuous improvement and innovation.
    • Flexibility to work during the week and weekends.
    • Self-motivated, curious, and proactive in driving projects and initiatives.


    WHAT YOU'LL GET IN RETURN:

    • A competitive salary and benefits.
    • Accelerated career growth (both in salary and responsibility).
    • Remote-friendly policy and flexible hours.
    • Regular team events where we celebrate our success which is our people.
    • Work-life balance incentives.
    • State-of-the-art office space (Downtown Porto with a lovely terrace) and conditions.
    • A place where you can get things done. No unnecessary meetings or admin work.

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