Senior Customer Support Specialist (Tier 2) – Hospitality

About Host Wise

HOST WISE is a game-changing property management company in Portugal, driven by a passion for transforming the vacation rental and real estate investment industries. We connect property owners, investors, tourists, and digital nomads from all over the world.

As a fast-growing startup managing over 600 properties (apartments, houses, hostels, and guest houses) across Portugal, we’re expanding rapidly — growing 50% year over year, reaching €12M in annual turnover, and powered by a talented team of 50+ self-motivated professionals.

Now, we’re hiring exceptional people to help us scale even further!

🎯 Role Overview

As a Senior Customer Support Specialist (Tier 2), you’ll play a key role in ensuring an outstanding experience for our customers — from property owners and guests to suppliers.

You’ll manage complex cases, resolve escalations, and bring expertise to our fast-paced, 24/7 customer support operation.

This role is ideal for someone who thrives in dynamic environments, enjoys solving challenges, and is eager to grow into future leadership opportunities.

🔧 Your Responsibilities

• Deliver world-class support to guests before, during, and after their stays via Zendesk and Aircall.

• Assess, prioritize, and resolve customer inquiries efficiently.

• Handle Tier 2 tickets and complaints, finding agile and empathetic solutions to ensure satisfaction.

• Collaborate with the operations team and leadership to improve response times and service quality.

• Maintain accurate and complete records of all guest interactions in our systems.

• Identify opportunities for process improvement and automation within the support workflow.

• Act as a role model for accountability, professionalism, and continuous improvement.

💻 Technical Skills

• Proficiency with customer service tools such as Zendesk, Aircall and Breezeway.

• Strong organizational and multitasking skills (Trello proficiency preferred).

• Comfortable working across collaboration tools like Slack and Google Workspace.

• Curiosity and confidence using AI tools (e.g., ChatGPT) to improve productivity and communication.

💬 Soft Skills

• Resilient under pressure with a calm, solution-oriented mindset.

• Exceptional communication and collaboration skills.

• Strong critical thinking, especially when decisions have financial implications.

• Proactive and autonomous — you act without waiting to be told.

• Adaptable, open-minded, and positive toward change.

• Willingness to work in rotating shifts, including weekends and holidays as needed.

🎓 Experience & Qualifications

• Bachelor’s degree (required).

• 5+ years of experience in customer support or customer service roles.

• Proven ability to manage escalated or complex cases.

• Commitment to excellence and process optimization.

• Prior experience in hospitality, travel, or tech environments is a strong plus.

💡 What We Value

• Impact – Your work makes a visible difference.

• Data & Experimentation – We make decisions based on data and constant iteration.

• Learning – We foster continuous growth and curiosity.

• Collaboration – Great things happen when we work together.

• Enjoyment – We take our work seriously, but we love having fun along the way.

🎁 What You’ll Get in Return

• Competitive salary: €15,000–€20,000 annual gross (based on experience & performance).

• 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.

🌱 Our Culture at Host Wise

At Host Wise, we’re building a people-first environment that values growth, ownership, and innovation.

We believe in:

• Investing in your personal and professional development.

• Creating a transparent, collaborative, and inclusive workspace.

• Encouraging accountability and freedom in decision-making.

Join us to help shape the future of hospitality through technology, empathy, and excellence 🚀