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GuestReady Logo GuestReady · Customer Service

Owner Experience Agent

Portugal, Porto · Job Posted May 03, 2026
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Job Description

At GuestReady, we’re looking for an Owner Experience Agent to become the trusted point of contact for our business partners — property owners. You’ll join a fast-paced, international environment where your impact will directly shape owner satisfaction and loyalty.

Job Responsibility

  • Act as the primary point of contact for property owners, ensuring fast, professional, and high-quality support across multiple communication channels
  • Handle owner inquiries via email, phone, chat, and CRM tools, delivering clear, structured, and high-quality responses aligned with top hospitality standards
  • Take full ownership of requests from start to finish: triage, investigate, resolve, document, and escalate when needed, in line with SLAs
  • Identify and resolve issues across the owner journey (onboarding, listings/tools, operations, financial coordination), while proposing improvements
  • Maintain accurate and actionable records by logging interactions, categorizing cases, and ensuring full traceability
  • Follow internal SOPs to ensure consistency, quality, and adherence to policies across all markets
  • Support key KPIs such as CSAT, NPS, First Response Time, and Time to Resolution through strong communication and accountability
  • Stay up to date with internal systems, tools, and process updates to ensure efficiency and accuracy
  • Anticipate owner needs, suggest practical solutions, and share insights to improve processes and service quality
  • Work closely with Operations, Finance, and Owner Success teams to ensure seamless coordination and effective resolutions

Requirements

  • Languages: Fluent in Portuguese and English (written & spoken)
  • Experience: Background in customer service, hospitality, or client-facing roles
  • Skills: Strong communication, structured thinking, prioritization, and problem-solving
  • Tech Savvy: Comfortable using CRM/ticketing tools and digital platforms
  • Flexibility: Availability to work shifts, including evenings, weekends, and holidays
  • Mindset: Calm under pressure, proactive, and committed to service excellence

What we offer

  • Dynamic, international work environment
  • Hybrid work model (Porto office)
  • Growth and development opportunities
  • Direct impact on client experience and satisfaction
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