Guest Experience Squad Lead (Hybrid)

Guest Experience Squad Lead (Hybrid)
Porto
Oliveira do Douro, Porto, Portugal

Join Guest
Ready as a Guest Experience Supervisor

Guest
Ready is a global
- changer in
- term rental and hospitality management, operating across the UK, France, Portugal, Spain, and the UAE. Since 2016, we've been redefining the industry through
- edge technology and
- class service.

We're now looking for a proactive,
- focused Guest Experience Supervisor to lead a designated group of L1 and L2 agents, ensuring high performance, strong engagement, and operational excellence across every shift.

Role Overview

As a Squad Supervisor, you will be responsible for the daily performance, motivation, and alignment of your assigned team. You'll ensure service standards are consistently met by driving SLA adherence, maintaining quality and productivity, and fostering a positive,
- performing environment. You'll also act as the primary bridge between Operations Management and agents, promoting continuous improvement and addressing recurring issues.

Key Responsibilities & Tasks

Lead, coach, and support L1 and L2 agents through regular 1:1s, feedback sessions, and daily guidance.

Monitor team performance, focusing on SLA adherence, quality, accuracy, and productivity.

Drive motivation, engagement, and attendance, creating a supportive and accountable culture.

Ensure SOP compliance and perform ongoing quality assurance checks.

Provide actionable feedback and collaborate with QA and Training teams to identify and close performance gaps.

Maintain high standards in all escalations and written communications.

Identify recurring issues or operational inefficiencies and propose clear improvements.

Communicate updates, priorities, and policy changes promptly and clearly.

Support the rollout and adoption of new processes that enhance efficiency and team performance.

What You Need to Succeed

Proven experience in customer service, hospitality, operations, or a similar environment.

Previous exposure to supervisory, team lead, or coaching responsibilities (highly preferred).

Strong understanding of service quality, SLA management, and team performance metrics.

Exceptional communication, leadership, and
- solving skills.

Ability to remain calm, fair, and structured when handling escalations or
- pressure situations.

High sense of ownership, accountability, and commitment to team success.

Flexibility to work rotating shifts, including evenings and weekends.

Hybrid work model – 2 days per week in the office.

Preferred Skills

Experience with
- service CRMs or ticketing platforms.

Background supporting or managing distributed or remote teams.

Fluency in English;



additional languages are a strong plus.

Perks & Benefits

Hybrid work flexibility.

Join a
- growing global company shaping the future of travel tech.

Work with an international, collaborative, and diverse team.

Continuous learning, coaching, and growth opportunities.

Comprehensive health coverage.

Well-being initiatives and a positive team culture.

Pet-friendly offices – because furry colleagues make everything better

Join Us on This Exciting Journey

Even if you don't meet every single requirement, we still encourage you to apply If you feel you're around 70% the right fit, we'd love to hear from you — we value growth, curiosity, and passion.

Guest
Ready is proud to be an
- opportunity employer. We celebrate diversity and are committed to building an inclusive environment for all. Let's grow together

Si quieres, puedo hacer una versión más corta, más formal, más comercial o adaptada para Linked
In.