Head of CX - B2C & Hotels Products
About The Position
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 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.
We are seeking a Head of Customer Experience (CX) to lead and scale our global CX operations across three distinct product lines, spanning B2C and Hotels. This role will be responsible for driving operational excellence, customer satisfaction, and team performance.
The Head of CX role at Guesty is a unique opportunity to grow a scalable, data-driven support organization built on self-service, automation and utilizing state-of-the-art technologies.
Our team is motivated, professional and striving for excellence, and our goal is to make the customer experience at Guesty a competitive advantage in the hospitality industry, allowing Guesty to continue its growth and maintain its leadership position.
Responsibilities
Responsibilities:
- Overseeing and growing Guesty’s CX operations for 3 different products.
- Managing and growing CX operations in multiple locations around the world
- Building and maintaining service and support processes and tools
- Introducing new channels of communication such as phone support and chat
- Establishing processes and best practices for servicing and supporting new products and features as they are rolled out
- Meeting KPIs for team performance while scaling the team
- Maintaining a high quality of knowledge
- Introducing self-service and troubleshooting capabilities for customers
- Introducing automation and customer experience technologies and tools.
- Recruiting and overseeing team leaders and key personnel
- Manage and execute ongoing projects as requested by the CX Management.
- Building and maintaining great working relationships with additional teams such as marketing, customer success, knowledge, product , tier3 and HR
Requirements
Requirements:
- Experience managing and growing team leaders and shift managers
- Experience managing medium to large teams (40+ people across several teams)
- Data oriented with an interest in BI and number-based decision making
- Experience providing customer service at an international or global company
- Hardworking, positive disposition
- Tech savvy with an understanding of the customer journey (company-specific training provided)
- Experience supporting B2C products, with B2B products as an advantage.
- Experience in the hospitality, hotel and travel industry - a plus!
- Experience working with BPO/outsourced support - a plus!
- Fluent English
- Excellent communication skills
Guesty is proud to be an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants regardless of any characteristic protected by law.