CX Operations & Strategy Specialist – Tier 2 Porto

CX Operations & Strategy Specialist – Tier 2
Porto
Porto, Porto District, Portugal

CX Operations & Strategy Specialist – Tier 2

Join to apply for the CX Operations & Strategy Specialist – Tier 2 role at Host Wise | Property Management

CX Operations & Strategy Specialist – Tier 2

Join to apply for the CX Operations & Strategy Specialist – Tier 2 role at Host Wise | Property Management

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Job Opening: CX Operations & Strategy Specialist – Tier 2

Get to Know Us

Host Wiseis a
- changingproperty managementcompany in Portugal, driven by a passion for revolutionising the vacation rental and real estate investment sectors. We connectproperty owners, real estate investors, tourists, anddigital nomadsfrom 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 andsuccessfully spinning offInvest WiseandTravel Wise.

Our Culture at Host Wise

We are passionate about creating a
- first environment that valuesgrowth, responsibility, andinnovation. We believe in:

• Investing in our team’spersonal and professional development;
• Fostering acollaborative, transparent, andinclusiveworkspace;
• Prioritizing accountability andautonomy in
  - making;

What you’ll be doing

You will be the first point of contact for many of our customer (owners, guests and suppliers) and will be responsible for:

• Managing and prioritizing multiple reservations and communications daily;
• Providingtimely support and ensuring smooth resolutionof any issues or requests;
• Monitoring the workflow using platforms/softwares likeZendesk, Aircall, Breezeway, Slack, andTrello;
• Collaborating across departments to ensure allguest experiencesmeet Host Wise standards;
• This position requires a high level ofcommitment and accountability, as we aim to grow professionals into leadership roles by providing continual learning opportunities.

This position requires a high level of commitment and accountability, as we aim to grow professionals into leadership roles by providing continual learning opportunities.

Key Responsibilities

• Provide and supervise1st level support, guidance and solutions or answers to our guests before, during and after their stay, over the CRMZendeskand telephone - using theAircallsolution;
• Dealing with2nd level support ticketsand complaints, finding agile solutions to any situation, ensuring the satisfaction of our customers;
• Receive, assess, prioritise and resolvecustomer inquiries;
• Ensure the
  - up of customer requests andcoordinate with the operations teamor a more senior member of the team in order to achieve a better customer service with a fast response time;
• Maintaindetailed records of all guest interactions, ensuring that all information is accurately documented and easily accessible to other team members;
• Contributing to continuous improvement:Identifying opportunities to optimize our processes and raise the quality of customer support;
• Be responsible for following management direction and providingfeedback.

Technical Skills

• Proficiency in customer service/ticketing platforms(Zendesk, Breezeway, Aircall);
• Strongorganizational skillsusing tools like Trello;
• Familiarity withteam collaborationplatforms (Slack, Google Workspace);
• Confidence in usingAItools such asChat
  GPTto enhance productivity;

Soft Skills

• Resilienceunder pressure and a
  - driven mindset;
• Excellent communicationacross teams and with clients;
• Critical thinking, especially when decisions have financial impacts;
• Autonomy and proactivenessto act quickly and independently;
• Adaptability, with an openness to change and diverse perspectives;
• Availability to work onweekends and holidaysas needed;

Experience & Qualifications

• 3+ yearsin a customer support or customer service role;
• Strongproblem-solving mindset— you don’t close a case until it’s fully resolved;
• A commitment tocontinuous improvementin processes and service;

What You'll Get in Return

• Salary:We offer our workers 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;

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

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

• Industries

  Hospitality

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