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GuestReady Logo GuestReady · Customer Service

Owner Experience Supervisor

Portugal, Porto · Job Posted May 26, 2026
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Job Description

We’re looking for an Owner Experience Supervisor to join GuestReady and elevate the way we support our property owners — one of our most important partners. In this role, you’ll lead a team of Owner Experience Agents across multiple markets and communication channels, ensuring we consistently deliver fast, high-quality, and seamless support. This is a hybrid position based in our Porto office.

Job Responsibility

  • Lead a high-performing team
  • Coach, support, and develop a team of Owner Experience Agents
  • Set clear expectations and monitor key performance metrics such as CSAT, NPS, speed, and quality
  • Ensure property owners receive fast, professional, and clear support across email, phone, chat, and CRM platforms
  • Maintain a hospitality-first mindset in every interaction
  • Take ownership of escalated or high-impact issues
  • Improve processes at scale
  • Go beyond solving individual tickets by identifying underlying issues
  • Raise quality standards
  • Partner closely with Operations, Finance, and Owner Success teams

Requirements

  • Fluent English and Portuguese
  • Background in customer service, hospitality, or other client-facing roles
  • Previous team leadership or supervisory experience
  • Strong ability to motivate teams, structure processes, and drive performance
  • Comfortable using CRM systems and digital tools
  • Availability to work shifts, including evenings, weekends, and holidays when needed
  • Calm under pressure
  • Hands-on and solutions-oriented
  • Proactive, adaptable, and passionate about delivering exceptional service

Nice to have

Spanish

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