Customer Experience Team Leader

Overview 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 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 800+ 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. Responsibilities Managing, developing, and supporting a team of tenured and technical agents (Tier 1 & Tier 2). Maintaining the team’s professional goals. Monitoring their performance, QA, and KPIs. Conducting hands-on, effective feedback conversations with the team. Diagnosing and assisting with complex customer issues. Identifying areas for each agent’s personal growth and development and guiding them through professional advancement Managing a ticket queue based on priority and SLA protocols. Working closely with our developers, technical teams, and other key stakeholders to ensure customer satisfaction. Assisting in managing customer queries in a timely and accurate way, via email, chat or phone. Managing projects and tasks related to the Customer Solutions department. Analyzing data trends to improve KPIs and team performance. Requirements Native English/Near-native speaker (or mother tongue). At least 2 years of experience in a similar management role. Analytical thinking and great attention to detail. Tech-savvy - strong computer skills - a must (previous experience in a SaaS company: an advantage). Strong verbal and written communication skills. Ability to adapt to a fast-pacing, changing environment. Ability to use judgment and think outside the box. Customer-centricity mindset and an ability to go the extra mile to engage customers. Fast learner, autodidact. Familiarity with working in a data-driven environment. Able to work in a deadline-driven environment. Flexible and can work on shifts including night shift Experience working with ticketing systems. Why You’ll Love Working With Us in Manila Welcome to our Manila team Here, we mix meaningful work with exciting perks and a workplace culture that makes every day worth showing up for. Enjoy the best of both worlds with our hybrid work setup - focus at home, collaborate in the office. Health & Wellness, Covered HMO with Life Insurance – Your health is our top priority. Dental Plan – For you and one lucky dependent. Wellness Programs – Stay sharp, stay healthy, stay balanced. Grow, Glow, and Go Big Performance Bonuses & Incentives – Recognizing results, rewarding impact. Referral Program – Bring in awesome people and earn rewards Professional Development – Learn, lead, and level up your career. Time Off & Time to Celebrate 24 Paid Leaves – Recharge, explore, or just Netflix and nap. Birthday & Work Anniversary Celebrations – Because you deserve more than just a cake emoji Team Events – We work hard and party harder Office Perks That Make You Smile Weekly Waffles, Ice Cream, & Games – Yes, really. Unlimited Coffee – Your caffeine needs, fully supported. Fun Workspaces – Collaboration, comfort, and good vibes only. Work Setup Hybrid Join us and discover how work can be both exciting and rewarding 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. #J-18808-Ljbffr