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Customer Support Team Lead

4 semanas atrás

Porto, Portugal Host Wise Tempo inteiro

**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.

**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 a**dapt 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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