Job description
Job Opening: Head of Customer Service
Get to Know Us
Host Wise is a game-changing property management company in Portugal, driven by a passion for revolutionising the vacation rental and real estate investment sectors. We connect property owners, real estate investors, tourists, and digital nomads from all corners of the world.
Lightning-fast Growth StartUp, we closed 2024 with promising numbers: Managing over 600 properties (apartments, houses and hostels) 10M€ annual revenue, 60 talented people and successfully spinning off Invest Wise and Work Wise.
Our Culture at Host Wise
We are passionate about creating a people-first environment that values growth, responsibility, and innovation. We believe in:
* Prioritizing accountability and autonomy in decision-making;
* Investing in our team's personal and professional development;
* Fostering a collaborative, transparent, and inclusive workspace;
What you'll be doing
As Head of Customer Service at Host Wise, you will be responsible for the strategic leadership, performance, and operational governance of our Customer Service function, supporting a growing portfolio of over 600 properties across multiple markets.
This role is focused on leading people, ensuring consistency, driving performance, and safeguarding service quality at scale. You will not be responsible for designing processes from scratch, but rather for ensuring that existing processes, tools, and service frameworks are correctly executed, continuously monitored, and effectively adopted by the teams.
You will lead a structured, multi-layered Customer Service organization, operating with industry-standard tools such as Zendesk, Aircall, Notion, and Slack, and acting as a key partner to Operations, Quality, Tech, and Finance.
Key Responsabilities:
* Provide strategic leadership to the Customer Service function, ensuring alignment with Host Wise's business objectives and service standards;
* Lead, develop, and hold accountable a scaled Customer Service organization (team leads, coordinators, and agents) in a 24/7 operational environment;
* Ensure consistent execution of existing processes, service frameworks, and escalation models across all customer touch points;
* Own the performance management of the department, monitoring KPIs such as response times, resolution rates, guest satisfaction, and review scores;
* Act as the senior escalation point for complex guest and property owner situations, safeguarding service quality and brand reputation;
* Partner with Operations, Quality, Tech, and Finance to ensure operational alignment, stability, and continuous performance improvement.
Job requirements
What you'll bring:
* Bachelor's degree in a relevant field and 5+ years of experience in Customer Service, including at least 3 years in people management roles;
* Proven experience leading teams in fast-paced, high-volume operational environments, with a strong focus on service excellence;
* Solid hands-on experience with market-recognised ticketing systems, cloud call centers, and AI tools applied to Customer Support;
* Analytical and performance-driven mindset, with financial awareness, resilience, and availability to support a 24/7 operation (including weekends).
What You'll Get in Return
* True autonomy to innovate, experiment, and bring your ideas to life.
* 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.
All done
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