Job Opening: Head of Customer SupportHOST 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 ROLEAs the Head of Customer Support at Host Wise, you will lead our dedicated team +10 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 ayear.KEY RESPONSABILITIES:Lead and manage a team of+10customer support agentsand 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 & PortugueseProven 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.#J-18808-Ljbffr
