Owner Experience Supervisor (English & Portuguese) - Porto

Job description

Owner Experience Supervisor 🚀 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 . What you’ll do: Lead a high-performing team 👥: 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. Make support feel seamless 💬: Ensure owners get fast, clear, and professional support across email, phone, chat, and CRM tools — always with a hospitality-first mindset. Own the hard stuff 🧠: Take charge of complex or high-impact cases, making sure they’re properly prioritised, resolved quickly, and communicated clearly end-to-end. Fix what’s not working 🔧: Spot process gaps, identify recurring issues, and work with teams across the business to improve how things work at scale. Think in root causes, not just tickets 🔍 Go beyond surface-level issues to understand what’s rea...