Guest Experience Innovation Lead

2 semanas atrás

Porto Portugal Host Wise Tempo inteiro 60 000 € - 80 000 € por ano
Job description

About Host Wise

At Host Wise, we believe every stay should be simple, memorable, and frictionless — for both our guests and property owners.
With 40 team members and a portfolio of 600+ properties, we're growing at over 50% year over year.
We combine technology, data, and human empathy to power a 24/7 guest support operation, delivering service excellence at scale.

Now, we're taking the next step — elevating guest experience through innovation, automation, and continuous improvement.

Your Mission

As our Guest Experience Innovation Lead, you'll drive transformation across our guest communication and support operations.
Working closely with the Customer Support Coordinator, you'll focus on efficiency, perceived communication quality, and innovation.
Your mission?
To find smarter, faster, and more human ways to delight guests — blending automation, AI, and process excellence.


What You'll Do

  • Map and optimize the guest journey, from first contact to post-stay follow-up.

  • Develop a comprehensive Standard Operating Procedures (SOP) manual and centralized knowledge base for the customer support team, ensuring consistent service delivery, staff onboarding and scalable growth.

  • Design and lead continuous improvement initiatives in support and communication processes.

  • Manage and evolve our Zendesk ticket system, including SaaS integrations via API.

  • Research and deploy AI and automation solutions to enhance response quality and efficiency.

  • Ensure that tone, clarity, and empathy in communication drive 5/5 guest reviews and an exceptional overall experience.

  • Track and improve key metrics (response time, CSAT, NPS, resolution rate, etc.).

  • Support the scalability of the support operation as the portfolio and team continue to grow rapidly.

  • Bridge human service excellence with technology-driven efficiency — inspiring a culture of innovation and adaptability.

Job requirements

What We're Looking For

  • Proven experience in Customer Experience, Operations, or Process Improvement, ideally within hospitality, travel tech, or SaaS environments.

  • Solid knowledge of support platforms (Zendesk, Intercom, etc.) and interest in automation, data, and AI applied to CX.

  • A data-driven mindset and an obsession with optimizing guest satisfaction and operational performance.

  • Exceptional communication and empathy skills — you care deeply about how guests feel when interacting with us.

  • Strong adaptability and problem-solving in a fast-paced, ever-changing environment.

  • Fluency in Portuguese and English (other languages are a plus).

What You'll Get in Return

  • True autonomy to innovate, experiment, and bring your ideas to life.

  • Growth: Accelerated career progression in both responsibility and compensation.

  • Flexibility: Remote-friendly work policy and focus on work-life balance.

  • Culture: A team that values autonomy, trust, and real results — not endless meetings.

  • Community: Regular team events to celebrate our wins together.

  • Workspace: Modern office in downtown Porto with a beautiful terrace.

Our Culture at Host Wise

At Host Wise, we're building a people-first environment that values growth, ownership, and innovation.

We believe in:

  • Investing in your personal and professional development.

  • Creating a transparent, collaborative, and inclusive workspace.

  • Encouraging accountability and freedom in decision-making.

Join us to help shape the future of hospitality through technology, empathy, and excellence

All done

Your application has been successfully submitted

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