Owner Experience Agent (Portuguese & English) – GuestReady \| Porto (Hybrid)

Are you passionate about delivering outstanding service and creating meaningful client experiences?

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.

Your Mission

Act as the primary point of contact for property owners, ensuring fast, professional, and high-quality support across multiple communication channels.

Key Responsibilities

Multichannel Owner Support

Handle owner inquiries via email, phone, chat, and CRM tools, delivering clear, structured, and high-quality responses aligned with top hospitality standards.

End-to-End Case Management

Take full ownership of requests from start to finish: triage, investigate, resolve, document, and escalate when needed, in line with SLAs.

Problem Solving & Root-Cause Analysis

Identify and resolve issues across the owner journey (onboarding, listings/tools, operations, financial coordination), while proposing improvements.

CRM Excellence & Data Quality

Maintain accurate and actionable records by logging interactions, categorizing cases, and ensuring full traceability.

️ Process Compliance

Follow internal SOPs to ensure consistency, quality, and adherence to policies across all markets.

Performance & Quality Contribution

Support key KPIs such as CSAT, NPS, First Response Time, and Time to Resolution through strong communication and accountability.

Continuous Learning & Tool Mastery

Stay up to date with internal systems, tools, and process updates to ensure efficiency and accuracy.

Proactive Service & Innovation

Anticipate owner needs, suggest practical solutions, and share insights to improve processes and service quality.

Cross-Functional Collaboration

Work closely with Operations, Finance, and Owner Success teams to ensure seamless coordination and effective resolutions.

What We’re Looking For

• 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

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

If you’re driven by service excellence and thrive in a fast-moving environment, we’d love to hear from you!