Head Of Customer Experience
- Hiring from
- Portugal
- Work type
- Hybrid
- Posted
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About Portugal Active Founded in ****, Portugal Active is a hospitality and property management company. We transform private villas into 5-star private hotels, managing a curated portfolio of 60+ premium properties across Portugal. We operate with the rigour of a fintech, the sensibility of a premium experience and the speed of a startup.
About the role The Head of Customer Support & Concierge owns the guest experience end to end, from first contact to check-out and beyond. This is not a supervisory role, it is an operator and builder role. You lead the team that solves problems in real time, and you build the procedures that stop those problems from repeating. You also own the active side of the function: upselling and cross-selling services that improve the guest's stay and the business's revenue.
What you will do
Lead and coordinate the customer support and concierge team
Recruit, onboard and develop team members
Design and implement support procedures, escalation paths and service standards
Own guest satisfaction end to end, from first contact to post-stay follow-up
Handle escalations and resolve complex guest issues directly
Drive active upselling and cross-selling of services during the guest journey
Define and track support KPIs (response time, resolution rate, satisfaction)
Report to senior leadership with clear, data-driven insight
Ensure consistency and quality across every guest touchpoint
Must have
5+ years in customer support, ideally in hospitality, real estate, experiences, travel agencies or tourism e-commerce (mandatory)
Proven experience leading teams (mandatory)
Proven experience creating and implementing procedures (mandatory)
Fluent in Portuguese & English (mandatory)
Valid driver's licence and own vehicle (mandatory)
Available to work across all Portugal (mandatory)Fast, autonomous, precise, low ego and hands-on profile (mandatory)
Extra points
Based in Viana do Castelo
International experience
Enjoys gastronomy
Why Portugal Active
Real ownership: you build the support function, you own the result
Competitive base + benefits package
Hybrid model based out of our Viana do Castelo office
A sunny premium office with swimming pool and every amenity you'd want
A modern, experienced team that moves fast and gets things done
Direct line to the CEO and board
Applications Applications only via ******
LinkedIn-only applications are not answered
Profiles that do not meet the mandatory requirements will not receive a response
About the role The Head of Customer Support & Concierge owns the guest experience end to end, from first contact to check-out and beyond. This is not a supervisory role, it is an operator and builder role. You lead the team that solves problems in real time, and you build the procedures that stop those problems from repeating. You also own the active side of the function: upselling and cross-selling services that improve the guest's stay and the business's revenue.
What you will do
Lead and coordinate the customer support and concierge team
Recruit, onboard and develop team members
Design and implement support procedures, escalation paths and service standards
Own guest satisfaction end to end, from first contact to post-stay follow-up
Handle escalations and resolve complex guest issues directly
Drive active upselling and cross-selling of services during the guest journey
Define and track support KPIs (response time, resolution rate, satisfaction)
Report to senior leadership with clear, data-driven insight
Ensure consistency and quality across every guest touchpoint
Must have
5+ years in customer support, ideally in hospitality, real estate, experiences, travel agencies or tourism e-commerce (mandatory)
Proven experience leading teams (mandatory)
Proven experience creating and implementing procedures (mandatory)
Fluent in Portuguese & English (mandatory)
Valid driver's licence and own vehicle (mandatory)
Available to work across all Portugal (mandatory)Fast, autonomous, precise, low ego and hands-on profile (mandatory)
Extra points
Based in Viana do Castelo
International experience
Enjoys gastronomy
Why Portugal Active
Real ownership: you build the support function, you own the result
Competitive base + benefits package
Hybrid model based out of our Viana do Castelo office
A sunny premium office with swimming pool and every amenity you'd want
A modern, experienced team that moves fast and gets things done
Direct line to the CEO and board
Applications Applications only via ******
LinkedIn-only applications are not answered
Profiles that do not meet the mandatory requirements will not receive a response