Senior Customer Support Specialist (Tier 2) – Hospitality

About Host Wise

HOST WISE is a
- changing property management company in Portugal, driven by a passion for transforming the vacation rental and real estate investment industries. We connect property owners, investors, tourists, and digital nomads from all over the world.

As a fast-growing startup managing over 600 properties (apartments, houses, hostels, and guest houses) across Portugal, we’re expanding rapidly — growing 50% year over year, reaching €12M in annual turnover, and powered by a talented team of 50+ self‑motivated professionals.

Now, we’re hiring exceptional people to help us scale even further!

Role Overview

As a Senior Customer Support Specialist (Tier 2), you’ll play a key role in ensuring an outstanding experience for our customers — from property owners and guests to suppliers.

You’ll manage complex cases, resolve escalations, and bring expertise to our fast‑paced, 24/7 customer support operation.

This role is ideal for someone who thrives in dynamic environments, enjoys solving challenges, and is eager to grow into future leadership opportunities.

Your Responsibilities

• Deliver world‑class support to guests before, during, and after their stays via Zendesk and Aircall.
• Assess, prioritize, and resolve customer inquiries efficiently.
• Handle Tier 2 tickets and complaints, finding agile and empathetic solutions to ensure satisfaction.
• Collaborate with the operations team and leadership to improve response times and service quality.
• Maintain accurate and complete records of all guest interactions in our systems.
• Identify opportunities for process improvement and automation within the support workflow.
• Act as a role model for accountability, professionalism, and continuous improvement.

Technical Skills

• Proficiency with customer service tools such as Zendesk, Aircall and Breezeway.
• Strong organizational and multitasking skills (Trello proficiency preferred).
• Comfortable working across collaboration tools like Slack and Google Workspace.
• Curiosity and confidence using AI tools (e. g. , Chat
  GPT) to improve productivity and communication.

Soft Skills

• Resilient under pressure with a calm, solution‑oriented mindset.
• Exceptional communication and collaboration skills.
• Strong critical thinking, especially when decisions have financial implications.
• Proactive and autonomous — you act without waiting to be told.
• Adaptable, open‑minded, and positive toward change.
• Willingness to work in rotating shifts, including weekends and holidays as needed.

Experience & Qualifications

• Bachelor’s degree (required).
• 5+ years of experience in customer support or customer service roles.
• Proven ability to manage escalated or complex cases.
• Commitment to excellence and process optimization.
• Prior experience in hospitality, travel, or tech environments is a strong plus.

What We Value

• Impact – Your work makes a visible difference.
• Data & Experimentation – We make decisions based on data and constant iteration.
• Learning – We foster continuous growth and curiosity.
• Collaboration – Great things happen when we work together.
• Enjoyment – We take our work seriously, but we love having fun along the way.

What You’ll Get in Return

• Competitive salary: €15, 000–€20, 000 annual gross (based on experience & performance).
• Growth: Accelerated career progression in both responsibility and compensation.
• Flexibility: Remote‑friendly work policy and focus on work‑life balance.
• Culture: A team that values autonomy, trust, and real results — not endless meetings.
• Community: Regular team events to celebrate our wins together.
• Workspace: Modern office in downtown Porto with a beautiful terrace.

Our Culture at Host Wise

At Host Wise, we’re building a people‑first environment that values growth, ownership, and innovation.

We believe in:

• Investing in your personal and professional development.
• Creating a transparent, collaborative, and inclusive workspace.
• Encouraging accountability and freedom in decision‑making.

Join us to help shape the future of hospitality through technology, empathy, and excellence ?