Owner Experience Supervisor (English & Portuguese) - Porto

TL;DR

Owner Experience Supervisor (English & Portuguese): Lead a team of agents supporting property owners across multiple markets and channels with an accent on fast, high-quality, consistent service delivery. Focus on coaching performance, handling complex cases, root cause analysis, and process improvements.

Location: Hybrid role based in our Porto office

Company

Global short-term rental management company with over 300 professionals from 60+ nationalities, started in 2016.

What you will do

• Coach, support, and grow a team of agents; set expectations, track performance (CSAT/NPS, speed, quality).
• Ensure seamless support across email, phone, chat, CRM with hospitality-first mindset.
• Handle complex/high-impact cases, prioritize, resolve, and communicate end-to-end.
• Identify process gaps, recurring issues; collaborate across business to improve at scale.
• Analyze root causes, maintain clean CRM data, review interactions, and coach for quality.
• Collaborate with Operations, Finance, Owner Success; track trends and share insights.

Requirements

• Fluent English & Portuguese (Spanish is a plus)
• Customer service/hospitality/client-facing background + team leadership experience
• Ability to motivate, structure, and drive team performance
• Confident using CRM and digital tools
• Available for shifts (evenings, weekends, holidays when needed)
• Calm under pressure, hands-on, proactive, service-obsessed mindset

Culture & Benefits

• Diverse and inclusive team with nearly 50/50 gender balance and 60+ nationalities.
• Balanced work environment celebrating unique contributions and global family unity.