Owner Experience Supervisor (Hospitality)

TL;DR

Owner Experience Supervisor (Hospitality): Leading a team of support agents to elevate property owner satisfaction with an accent on performance metrics (CSAT, NPS) and process improvement. Focus on managing complex escalations, coaching team members, and ensuring seamless communication across multiple channels.

Location: Hybrid (Porto, Portugal)

Company

Global hospitality company specializing in property management and professional owner experience services.

What you will do

• Lead, coach, and develop a team of Owner Experience Agents across multiple markets.
• Monitor key performance metrics such as CSAT, NPS, response speed, and quality.
• Manage complex owner cases and take ownership of high-impact escalations.
• Identify underlying system issues to improve processes at scale.
• Partner closely with Operations, Finance, and Owner Success teams to raise quality standards.

Requirements

• Fluent English and Portuguese (Spanish is a plus).
• Background in customer service, hospitality, or other client-facing roles.
• Previous experience in team leadership or supervisory positions.
• Comfortable using CRM systems and various digital tools.
• Availability to work shifts, including evenings, weekends, and holidays.
• Must be based in Porto for a hybrid work arrangement.

Culture & Benefits

• Inclusive and diverse work environment with over 60 nationalities.
• Strong commitment to gender harmony and inclusivity.
• Opportunity to be part of a rapidly growing global hospitality success story.
• Hospitality-first mindset focused on delivering exceptional service.