Customer Success Manager Porto

Customer Success Manager
Porto
Porto, Porto District, Portugal

Job Opening: Customer Success Manager

Get to Know Us

Host Wise is a
- changing property management company in Portugal, driven by a passion for revolutionising the vacation rental and real estate investment sectors. We connect property owners, real estate investors, tourists, and digital nomads from all corners of the world.

Lightning-fast Growth Start
Up, we closed 2024 with promising numbers: Managing over 450 properties (apartments, houses and hostels) 10M€ annual revenue, 50 talented people and successfully spinning off Invest Wise and Travel Wise.

What you’ll be doing

As a Customer Success Manager at Host Wise, you will play a key leadership role in driving operational excellence and delivering exceptional service experiences. You will lead a dynamic team of 4 to 8 customer support professionals, ensuring high performance and alignment with our company's strategic goals.

• Leading and mentoring a team of 4–8 Customer Support Specialists, ensuring
  - quality service delivery and timely task execution;
• Acting as the escalation point for complex customer issues;
• Monitoring key performance metrics (SLA, quality, team objectives) using tools like Zendesk;
• Managing team recruitment, development, and ongoing training initiatives;
• Collaborating across departments to ensure all guest and property owners experiences meet Host Wise standards;

We’re looking for a proactive leader with a passion for customer success and a strategic mindset to help us elevate our support function. If you're eager to build, lead, and innovate in a
- paced environment, here is your chance!

Key Responsibilities

• Lead and manage the daily operations of the Customer Support team, ensuring timely and
  - quality task execution (a team between 4 - 8 people);
• Act as the primary escalation point for complex and
  - impact customer issues, providing
  - on support and resolution;
• Serve as the liaison between the Customer Support team and the executive leadership, representing team performance and operational insights;
• Monitor and analyze team performance metrics, including SLAs and quality indicators, leveraging tools such as Zendesk and Aircall;
• Deliver regular team and executive meetings (weekly/monthly) to report on performance, share challenges, and align on strategic objectives;
• Drive continuous recruitment efforts to build and maintain a
  - performing Customer Support team;
• Lead continuous improvement initiatives by identifying process gaps, implementing operational enhancements, and ensuring measurable impact;
• Oversee and contribute to the ongoing training and development of the team, supporting both current processes and the creation of new ones;

Technical Skills

• Proficiency in customer service/ticketing platforms (Zendesk, Breezeway, Aircall);

• Strong organisational skills, using tools such as Trello to manage and organise tasks for the CS team.

• Confidence in using AI tools such as Chat
  GPT to enhance productivity;

Soft Skills

• Resilience under pressure and a
  - driven mindset;
• Critical thinking, especially when decisions have financial impacts;
• Autonomy and proactiveness to act quickly and independently;
• Adaptability, with an openness to change and diverse perspectives;

Experience & Qualifications

• 3+ years in customer support or customer success roles and at least, with at least 1 year in a leadership position;
• Bachelor’s degree (required);
• Strong analytical skills to monitor KPIs and drive performance;
• A commitment to continuous improvement in processes and service;
• Problem-solving mindset with a proactive approach to challenges — you don’t close a case until it’s fully resolved;

What We Value

• Impact: Your contributions will make a tangible difference;
• Data and Experimentation: We rely on data to inform decisions and embrace experimentation;
• Learning: We encourage continuous learning and growth;
• Collaboration: Working together is key to our success;
• Enjoyment: We believe in enjoying what we do and having fun along the way;

Ready to embark on a journey where your skills will be valued, and your ideas will shape the industry’s future?

What You’ll Bring

• Talent, motivation, and dedication. All of those skills will be exponentiated at Host Wise, you will learn and grow with us;
• Good communication skills in Portuguese and English, additional language skills in French or Spanish are an advantage;
• Enthusiastic about technology and willing to take initiative and learn new skills;
• Self-motivated, curious, and proactive mindset.

What You'll Get in Return

• Salary: We offer our leaders a competitive salary. Our compensation structure is designed to be fair and transparent. It is adjusted based on your experience and performance and comes with attractive benefits;
• Career Growth: Accelerated progression opportunities, with annual reviews and potential for increased responsibilities;
• Flexible Work Environment: Remote-friendly policy and
  -
  -
  - art office space in Downtown Porto with a lovely terrace;
• Team Engagement: Regular team events to celebrate our collective success. ;
• Wellness Programs: Access to online and
  - person personal training sessions;

Our Culture at Host Wise

We are passionate about creating a
- first environment that values growth, responsibility, and innovation. We believe in:

• Investing in our team’s personal and professional development;
• Fostering a collaborative, transparent, and inclusive workspace;
• Prioritizing accountability and autonomy in
  - making;