travelstaytion is redefining the short-term rental industry by setting new benchmarks for quality, trust, and hospitality. With a mission to standardize the accommodation sector, the company leverages advanced quality assurance technologies and fosters a traveler-first community of verified professional property managers and owners.

Through exclusive partnerships with certified hosts, travelstaytion guarantees consistently high standards of service and hospitality across its expansive portfolio. The platform features over 150,000 properties in more than 700 sought-after destinations across 130 countries, offering travellers a reliable and premium experience wherever they go.

As demand for trustworthy, high-quality short-term rentals continues to rise, travelstaytion stands out by combining cutting-edge technology with a curated network of professionals—ensuring every stay meets the expectations of today's discerning traveller.

Requirements

The Role

The Host Experience Team Lead owns the end-to-end host journey — from the moment a new property partner signs with us, through onboarding and activation, and across the full lifecycle of day-to-day support. The role has functional oversight of two teams, Host Onboarding and Host Support, and is accountable for the quality, consistency and speed of everything those teams deliver.

This is a quality-first role. We are looking for someone who has built or run a B2B support or platform onboarding  function inside a customer-facing environment. Alongside that, the Host Success Team Lead acts as the senior point of escalation for complex, sensitive or high-value host cases, to ensure growing relationships with our hosts.

Key Responsibilities

• Lead the Onboarding and Host Support Teams responsible for the onboarding the support of the Hosts on TravelStaytion Platform
• Supervise the onboarding of all newly contracted Hosts, using the Channel Managers of Supply Partners or TravelStaytion proprietary Technology, ensuring the timely and accurate setup of their property portfolios on the TravelStaytion Platform.
• Lead the onboarding of complex cases
• Ensure that all listings are correctly imported to our platform
• Supervise the handling of tech related issues raised by hosts to our support team and provides high-level guidance to host support team
• Escalate to Tech Team issues that are coming from hosts, supply partners and other internal sources that require Tech handling
• Work with Product team in order to push forward the new developments required to achieve partners requirements or improve the Hosts onboarding process
• Continuous involvement and improvement of the company's day-to-day business operations

Escalation Management

• Act as the senior point of escalation for complex, sensitive, high-value or reputationally significant host cases.

Maintain an escalation log and produce trend analysis identifying the recurring drivers of escalation, with recommendations to reduce their frequency at source.

Departmental Oversight: Host Support

• Provide functional leadership to the Host Support team, ensuring queries are resolved accurately, promptly and in a way that strengthens the host relationship.
• Own the host-facing knowledge base and support documentation, keeping guidance accurate as products, policies and platform functionality evolve.

Departmental Oversight : Host Onboarding

• Provide functional leadership to the Host Onboarding team, ensuring new properties are onboarded accurately, completely and to time.

Candidate Profile

Essential

• 2+ years’ experience in a quality assurance role within a Β2Β customer-facing environment ( B2B contact centre, customer success, account management, hospitality operations or similar)
• Excellent understanding of software technology and APIs
• Multi-tasking and strong time management skills
• Excellent verbal, written and interpersonal skills in English and Greek
• Strong will to achieve results with minimal supervision
• Professional in all forms of communications such as email, phone calls and texts
•  Highly responsive and reliable with strong attention to detail
• Energetic and responsive - you must be able to work in a fast-paced environment 
• Experience managing customer-facing teams, with a track record of raising service quality through coaching rather than instruction alone.
• Proven ability to own complex escalations end to end, including difficult conversations with commercially important or dissatisfied clients.
• Confident with support and CRM tooling, ticketing systems and reporting tools; strong spreadsheet skills.

Desirable

• Experience in travel, hospitality, property management, short-term rentals or a marketplace business.
• Familiarity with property management systems, channel managers or booking platforms.

Benefits

• Private Health Insurance
• Training & Development
• Monthly and Annual Performance Bonus