Enterprise Support Team Lead, Guesty
Property management software for short-term rentals
Be an early applicant
Property management software for short-term rentals
501-1000 employees
Be an early applicant
501-1000 employees
Company mission
To make the jobs of property management companies easier.
Role
Who you are
- 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 Monday through Friday, from 12:00 pm to 9:00 pm CEST
- Experience in AI methodology and tools in the CX world. An advantage
What the job involves
- 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 Israel
- 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
- 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
Our take
The short-term rental economy has gone from strength to strength since the revolutionary introduction of Airbnb into the industry. Now startups are competing to iron out the kinks in vacation and rental experiences for both landlords and tenants.
Guesty is doing this through building the Salesforce for property management. By focusing on the operational hiccups of running a short-term rental property - and there are many - Guesty has built up a loyal customer base who are grateful for the software which unlocks time and money.
The company is now investing in growth and technology while extending its marketplace of third-party integrations. It is also continuing to build out its machine learning capabilities which augments many of its products, triaging guest messages for example.
The startup is also starting to develop products for other types of property, including multi-unit listings and “aparthotels.” Guesty must continue to deliver a quality service for these new types of customers who will bring with them higher expectations than casual hosts.
Steph
Company Specialist at Welcome to the Jungle
Insights
23% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Apr 2024
$130m
SERIES F
Aug 2022
$170m
SERIES E
Total funding: $410.5m
Company HQ
Covina, CA
Leadership
Amiad Soto
(CEO)Industrial Engineering graduate from Tel Aviv University. Guesty arose from their time struggling as an AirBnb host.
Salary benchmarks
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