Owner Experience Agent

TL;DR

Owner Experience Agent: Act as the primary point of contact for property owners, handling multichannel inquiries and end-to-end case management with an accent on problem-solving, root-cause analysis, and CRM excellence. Focus on delivering high-quality support aligned with hospitality standards, ensuring SLA compliance, and contributing to KPIs like CSAT and NPS.

Location: Hybrid (Porto office), availability for shifts including evenings, weekends, and holidays

Company

Global property management company with over 300 professionals across 60 nationalities, started in 2016.

What you will do

• Handle owner inquiries via email, phone, chat, and CRM tools with clear, professional responses.
• Manage cases end-to-end: triage, investigate, resolve, document, and escalate as needed.
• Identify issues across owner journey (onboarding, operations, finance) and propose improvements.
• Maintain accurate CRM records, categorize cases, and ensure data quality.
• Collaborate with Operations, Finance, and Owner Success teams for seamless resolutions.
• Contribute to performance KPIs through proactive service and process adherence.

Requirements

• Fluent in Portuguese and English (written & spoken)
• Background in customer service, hospitality, or client-facing roles
• Strong communication, structured thinking, prioritization, and problem-solving skills
• Comfortable with CRM/ticketing tools and digital platforms
• Flexible for shifts, including evenings, weekends, and holidays
• Calm under pressure, proactive mindset, committed to service excellence

Culture & Benefits

• Dynamic, international work environment with diversity across 60 nationalities
• Hybrid model in Porto office
• Growth and development opportunities
• Direct impact on client satisfaction and loyalty
• Inclusive culture with gender balance and non-binary representation