Senior Customer Support Specialist (tier 2) – Hospitality

Join to apply for the Senior Customer Support Specialist (Tier 2) – Hospitality role at Host Wise | Property Management
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 across Portugal, we're expanding rapidly – growing 50% year over year, reaching €12 M in annual turnover, and powered by a talented team of 50+ professionals.

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

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.

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., Chat GPT) to improve productivity and communication.

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 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.

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, and encouraging accountability and freedom in decision‐making.

Seniority level: Associate
Employment type: Full‐time
Job function: Customer Service; Industries: Hospitality
Join us to help shape the future of hospitality through technology, empathy, and excellence