Professional Services Team Leader (Onboarding)

Guesty is the all-in-one platform for hospitality businesses to automate and optimize every aspect of their operations. With purpose-built technology, industry-wide expertise, and an R&D team of 200+ engineers, Guesty ensures that hospitality businesses can streamline and achieve growth while delivering the best value to guests. With a complete suite of features and 150+ industry partners, including major booking OTAs like Airbnb, Vrbo, Booking.com, Tripadvisor, Expedia, Hopper, Google Travel, and many more, Guesty is transforming the hospitality industry with innovative solutions.

Today, Guesty has 15 offices and 700+ team members across the globe.

As the Team Lead for Professional Services, you will lead a team of Professional Services Consultants dedicated to delivering outstanding onboarding and support experiences for our clients. In addition to leading the team, you will engage directly with customers, performing hands-on individual contributor work to ensure our clients fully leverage the Guesty platform.

Responsibilities:

Team Leadership and Development:

• Lead, mentor, and inspire a team of professionals in the delivery of exceptional services to our clients.
• Support team members' professional growth through regular feedback, development plans, and career pathing initiatives.
  
  

Customer Engagement and Individual Contribution:

• Act as a hands-on contributor by directly working with customers, overseeing their onboarding and ongoing service needs to ensure a smooth, optimized experience.
• Serve as a trusted advisor for key customers, providing tailored guidance on Guesty platform usage and best practices.
  
  

Service Delivery and Project Management:

• Ensure efficient and effective project management, timely execution of client projects, and prioritize resources as needed.
• Collaborate with the PS management team to define team goals, strategies, and performance metrics.
  
  

Customer Relationship Management:

• Serve as the primary escalation point for client and team issues, addressing concerns promptly to maintain high levels of customer satisfaction.
  
  

Process Improvement and Best Practices:

• Identify process improvement opportunities to increase efficiency, scalability, and quality within the PS team.
  
  

Cross-Functional Collaboration:

• Work closely with cross-functional teams, including Customer Success, Product, and Customer Experience, to ensure seamless service delivery.
  
  

Performance Monitoring and Reporting:

• Track team performance using key performance indicators (KPIs), implementing corrective actions as needed to ensure success against departmental objectives.
  
  

Requirements:

Qualifications:

• Minimum of 5 years in professional services or related fields, with at least 2 years in a leadership role.
• Bachelor’s degree; STEM or technical degrees preferred.
• Strong project management skills and technical acumen.
• Proven experience in customer relationship management and process improvement.
• Exceptional communication skills.
• Knowledge of the short-term rental industry is a plus.
• Please note that this is a Remote position**
  
  

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Compensation range- 100-110k $ OTE annually

• Exact compensation may vary based on skills, experience, and location.*
• Benefits and Perks
  
  

Employees also receive access to the following benefits:

• Health, dental, vision, life, and disability insurance
• 401(k) Retirement Savings Plan & Employer Match
• Paid time off
• All new employees receive a comprehensive virtual onboarding experience.
• Professional development opportunities
  
  

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.