Owner Experience Supervisor 🚀

We’re looking for an Owner Experience Supervisor to join GuestReady and level up the way we support our property owners — one of our most important partners.

You’ll lead a team of Owner Experience Agents across multiple markets and channels, making sure we deliver fast, high-quality, and consistent support every time. This is a hybrid role based in our Porto office.

What you’ll do

Lead a high-performing team 👥

Coach, support, and grow a team of agents. Set clear expectations, track performance (CSAT/NPS, speed, quality), and build a culture of ownership and continuous improvement.

Make support feel seamless 💬

Ensure owners get fast, clear, and professional support across email, phone, chat, and CRM tools — always with a hospitality-first mindset.

Own the hard stuff 🧠

Take charge of complex or high-impact cases, making sure they’re properly prioritised, resolved quickly, and communicated clearly end-to-end.

Fix what’s not working 🔧

Spot process gaps, identify recurring issues, and work with teams across the business to improve how things work at scale.

Think in root causes, not just tickets 🔍

Go beyond surface-level issues to understand what’s really happening — and help prevent problems from repeating.

Keep data clean & useful 📊

Make sure CRM data is accurate, structured, and actually useful for decision-making and visibility across teams.

Raise the bar on quality ⭐

Review interactions, coach your team, and make sure we’re consistently delivering a top-tier experience.

Connect the dots across teams 🔗

Work closely with Operations, Finance, and Owner Success to make sure everything runs smoothly end-to-end.

Turn insights into action 📈

Track performance, spot trends, and share insights that help us improve how we work.

Build knowledge & momentum 📚

Support onboarding and continuous learning so the team stays sharp, aligned, and up to speed with changes.

Stay proactive ⚡

Always be thinking ahead — what owners need next, what can be improved, and how we can do things better.

What we’re looking for

• Languages: Fluent English & Portuguese (Spanish is a plus) 🌍

• Experience: Customer service / hospitality / client-facing background + some team leadership

• Leadership: Ability to motivate, structure, and drive performance

• Tech comfort: Confident using CRM and digital tools

• Flexibility: Available for shifts (evenings, weekends, holidays when needed) ⏰

• Mindset: Calm under pressure, hands-on, proactive, and obsessed with great service 💡