Head of Customer Service

1 dia atrás

Porto, Porto, Portugal Host Wise | Property Management Tempo inteiro

Get to Know Us

Host Wise
is a game-changing
property managemen
t company in Portugal, driven by a passion for revolutionising the vacation rental and real estate investment sectors. We connect
property owners, real estate investors, tourist
s, and
digital nomad
s from all corners of the world
.

Lightning-fast Growth StartUp
, we closed 2024 with promising numbers
: Managing over 600 propertie
s (apartments, houses and hostels)
10M€ annual reven
ue, 60 talented people an
d successfully spinning o
f
f Invest Wi
se a
nd Work Wise
.

What you'll be doing

As Head of Customer Service
at Host Wise, you will be responsible for the strategic leadership, performance, and operational governance of our Customer Service function, supporting a growing portfolio of
over 600 properties
across multiple markets.

This role is
focused on leading people, ensuring consistency, driving performance, and safeguarding service quality at
scale
. You will not be responsible for designing processes from scratch, but rather for ensuring that existing processes, tools, and service frameworks are correctly executed, continuously monitored, and effectively adopted by the teams.

You will
lead a structured, multi-layered Customer Service organization,
operating with industry-standard tools such as
Zendesk, Aircall, Notion, and
Slack
, and acting as a key partner to Operations, Quality, Tech, and Finance.

Key Responsabilities:

  • Provide strategic leadership
    to the Customer Service function, ensuring alignment with Host Wise's business objectives and service standards;
  • Lead, develop, and hold
    accountable a scaled Customer Service organization
    (team leads, coordinators, and agents) in a 24/7 operational environment
    ;
  • Ensure consistent execution of existing processes
    , service frameworks, and escalation models across all customer touch points;
  • Own the performance management
    of the department, monitoring KPIs such as response times, resolution rates, guest satisfaction, and review scores;
  • Act
    as the senior escalation
    point
    for complex guest and property owner situations, safeguarding service quality and brand reputation;
  • Partner with Operations, Quality, Tech, and Finance to
    ensure operational alignment, stability, and continuous performance improvement.

Skills for the role:

  • Bachelor's
    degree in a relevant
    field and 5+ years of experience
    in Customer Service,
    including at least 3 years in people
    management roles;
  • Proven experience leading
    teams in fast-paced, high-volume operational en
    vironments, with a strong focus on service excellence;
  • Solid hands-on
    experience with market-recognised ticketing
    systems, cloud call centers, and AI tools applied to Customer Support;
  • Analytical and performance-driven
    mindset, with financial
    awareness, resilience, and availability to
    support a 24/7
    operation (including weekends).

Our Benefits:

  • Competitive
    compensation package;
  • Health Insurance:
    100% covered to ensure your well-being;
  • Transportation
    : Monthly transportation pass fully paid for travel in Porto metropolitan area;
  • Hybrid Work & Flexibility:
    Option for hybrid work with flexible hours.
  • Culture:
    A team that values autonomy, trust, and real results — not endless meetings;
  • Growth:
    A place where you can execute, innovate and grow.
  • Workspace:
    Modern office space in downtown Porto with terrace;

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