Enterprise Support Team Lead

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.

Experience in AI methodology and tools in the CX world. An advantage

Guesty is proud to be an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants regardless of race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.