Enterprise Support Team Lead
20 hours ago
A Coruña
Guesty is the all-in-one platform helping hospitality businesses around the world automate, optimize, and scale their operations. We’re a fast-growing global startup that’s transforming how the industry works — from guest experience to business growth. With a powerful suite of features and integrations with 150+ industry partners — including Airbnb, Vrbo, Booking.com, Expedia, Google Travel, and many more — Guesty empowers property managers to deliver top-tier guest experiences while running more efficient, data-driven operations. We’re proud to have over 900+ team members across 16 countries worldwide, all working together to build the future of hospitality technology. If you’re looking to grow your career in a dynamic, global, and impact-driven environment, we’d love to hear from you. We're seeking a driven and results-oriented Enterprise Accounts team lead to join our growing team. In this role, you'll be responsible for guiding a team of customer experience representatives, ensuring they meet the organization’s standards for customer interactions and problem resolution. This leadership role not only facilitates day-to-day team operations but also implements strategies to enhance customer satisfaction and loyalty. Responsibilities: • Team Management : Overseeing day-to-day operations, managing team schedules, assigning tasks, and ensuring coverage during all business hours., • Performance Monitoring : Tracking and evaluating the performance of team members through metrics such as response times, resolution rates, and customer satisfaction scores., • Training and Development : Conducting training sessions for new hires, providing ongoing training for existing staff to improve their skills, and keeping the team informed about new products, services, and company policies., • Customer Interaction : Handling escalated customer experience issues that frontline representatives are unable to resolve, ensuring that customer concerns are addressed promptly and satisfactorily., • Quality Assurance : Implementing and maintaining quality assurance processes to monitor and enhance the quality of customer interactions., • Feedback Collection : Gathering feedback from customers and team members to identify areas for improvement and to inform the development of new strategies and processes., • Reporting : Preparing regular reports for senior management detailing team performance, customer satisfaction, and areas for improvement., • Collaboration : Working closely with other teams, such as onboarding, product, and development, to ensure customer feedback is integrated into overall business strategies., • Conflict Resolution : Mediating conflicts within the team and between customers and representatives to maintain a professional and smooth working environment., • Resource Management : Managing resources such as software, tools, and other materials necessary for delivering an excellent customer experience. Requirements: • 3+ years of hands-on experience as a technical customer experience manager - Must, • High proficiency in English (reading, speaking & writing) - Must !, • Strong leadership and management skills, with proven ability to motivate and inspire team members, overseeing a team of five employees or more - Must, • Bachelor's degree in Computer Science, Business Administration, or a related field., • Ability to extract actionable insights from large data sets, create impactful visualizations, make decisions, and tell compelling stories through data., • Experience working with Tableau/PowerBI, Monday, JIRA, SalesForce, • Good familiarity with Google Analytics, SQL, Python, and JS. An advantage, • Tech-oriented. Resourceful and innovative thinker with the ability to solve problems and execute tasks in a fast-growing company., • Strong organizational skills, attention to detail, ability to prioritize and meet targets and commitments., • Exceptional interpersonal and communication skills to collaborate effectively with diverse internal and external stakeholders., • Ability to thrive in a fast-paced and dynamic work environment, with a strong sense of accountability and adaptability., • Availability to work US hours from 12:00 to 09:00 pm CEST.