We’re hiring an Owner Experience Agent (Spanish & English fluent) to join GuestReady and deliver exceptional support to our business partners — property owners.

You’ll operate across multiple markets and communication channels, ensuring fast, high-quality service and consistent owner satisfaction. This is a hybrid role, primarily based in our Porto office. 🌍

Key Responsibilities

Multichannel Owner Support
Act as the main point of contact for property owners via email, phone, chat, and CRM/ticketing tools, providing timely, structured, and professional responses aligned with the highest hospitality standards.

Case Ownership & Resolution Management
Take end-to-end ownership of requests: triage, investigate, resolve, document outcomes, and escalate efficiently when needed, following clear routing criteria and SLA discipline.

Operational Troubleshooting & Root-Cause Analysis
Diagnose issues across the owner journey (onboarding, listings/tools, operations, financial coordination) using structured problem-solving, identifying root causes and proposing improvements.

CRM Excellence & Data Quality
Maintain accurate and actionable owner records by logging interactions, tagging categories, updating case statuses, and ensuring full traceability for cross-functional teams.

Workflow & Process Compliance
Execute tasks according to internal SOPs, ensuring policy adherence, quality checks, and consistent standards across markets.

Quality & Performance Contribution
Support key metrics such as CSAT/NPS, First Response Time, Time to Resolution, and case quality through strong communication, expectation management, and accountability. 📊

Tool Fluency & Continuous Learning
Develop strong knowledge of internal systems and processes, staying up to date with releases and operational updates to ensure speed and accuracy.

Proactive Service & Innovation
Anticipate owner needs, suggest practical solutions within operational constraints, and share recurring issues or improvement ideas with stakeholders. 💡

Cross-Functional Coordination
Work closely with Operations, Finance, and Owner Success teams to ensure seamless collaboration, high-quality escalations, and aligned resolution plans.

What We’re Looking For

• Languages: Fluent Spanish & English (written and spoken).

• Experience: Background in customer service, hospitality, or client-facing support roles.

• Skills: Strong communication, structured thinking, prioritisation, and problem-solving abilities.

• Tech Agility: Comfortable working with CRM/ticketing platforms and digital tools.

• Flexibility: Availability to work shifts, including evenings, weekends, and holidays.

• Mindset: Calm under pressure, proactive, and committed to service excellence in a fast-paced environment.

If you’re passionate about delivering outstanding service and thrive in a dynamic, international environment, we’d love to hear from you. ✨