Owner Relations Team Lead

• Lead, supervise, and support Owner Relations Specialists across Latin America
• Monitor team productivity, response times, resolution times, and other KPIs
• Ensure timely, professional, and proactive communication with property owners
• Oversee owner inquiries and escalations and ensure efficient resolution
• Build and maintain relationships with property owners to improve satisfaction, trust, and retention
• Coordinate with Operations, Accounting, Revenue Management, and other departments
• Identify recurring issues, communication gaps, and risks to owner satisfaction and implement corrective actions
• Conduct team check-ins, provide feedback, and support professional development
• Establish and improve processes, communication standards, and follow-up procedures across LATAM markets
• Ensure owner requests, conversations, and outstanding issues are accurately documented and tracked
• Prepare reports on team performance, owner feedback, escalations, and operational challenges
• Identify opportunities to improve owner engagement, service quality, operational efficiency, and retention
• Provide management with updates on performance, significant owner concerns, and recommended improvements
• Maintain owner satisfaction, timely responses, effective resolution, escalation follow-up, retention, team performance, process compliance, and continuous improvement

• Previous experience in team leadership, account management, customer success, client relations, property management, or hospitality
• Proven ability to lead, coach, and support a team
• Excellent written and verbal communication skills
• Strong relationship management, negotiation, and conflict-resolution skills
• Experience handling escalations and coordinating solutions across multiple departments
• Strong organizational skills and ability to manage multiple priorities
• Experience tracking KPIs, preparing reports, and monitoring team performance
• Proactive, solution-oriented, and comfortable making decisions within established guidelines
• Ability to work independently in a remote, fast-paced, multicultural environment
• Professional proficiency in English and Spanish is strongly preferred
• Familiarity with CRM platforms, project management tools, and property management systems is an advantage

• Work from home
• Remote work arrangement