About Bob W

Bob W is a fast-growing aparthotel brand providing an authentic 5-star experience to every single guest at scale while leading the world’s transition to sustainable hospitality.

Bob’s apartments cater to the 21st-century traveller who wants it all: the consistent quality of a hotel and the authentic flair of a short-stay rental. We combine the best of both worlds in our climate-neutral apartments in Europe's coolest neighbourhoods. As we expand, fuelled by venture capital and investment from top-tier real estate equity firms, we are building the

The Role

The Guest Support Team is our business's heartbeat, and we seek dedicated and extraordinary individuals to lead it. As a Guest Support Team Lead at Bob W, you will be responsible for the day-to-day management, support, and development of our international Guest Support Team. As the front-line representative of Bob W, you will embody our mission and vision, creating new and improved processes to ensure a 5-star experience for our guests. You will work closely with our international Operations, Growth, and Product teams to drive the success of Bob W.

This is a hybrid/remote role with a possible location within Estonia or Spain, including the Spanish islands. Please note that relocation and visa support are not provided for this position.

So, are you ready to join the journey?

In this role, you will:

• Provide support and direction to Guest Support Specialists to ensure all guest inquiries are handled swiftly and friendly.
• Work on scheduling shifts and drafting rotas.
• Support the Head of Guest Success with collecting and collating the team’s performance data.
• Proactively support the Head of Guest Success with feedback about day-to-day operations and services through end-of-week shift reports.
• Share ideas to enhance the quality of the Bob W service.
• Collaborate closely with the Head of Guest Success to identify the strengths and weaknesses of the team and implement recurring training sessions.
• Assist with demanding customers and complex support issues.
• Be a key stakeholder in recruiting, onboarding, and training new team members.

Our 5-star candidate has:

• At least 3 years of experience in a customer-service-focused role.
• Proven experience leading a team, including 1+ years managing international remote teams.
• Top-notch oral and written communication skills in English.
• Exceptional problem-solving and decision-making skills.
• Strong communication and collaboration abilities.
• A knack for prioritizing and managing multiple important projects effectively.
• Experience participating in the recruitment process and onboarding new team members.
• A passion for self-development and a commitment to helping others upskill and advance in their careers.
• A tech-savvy mindset, with the ability to quickly learn and adapt to new software and tools.
• A deep dedication to delivering outstanding guest service, consistently going above and beyond to exceed expectations and make each stay memorable.

You get extra points for:

• Having experience working with OTAs
• Previous experience in the hospitality industry.
• Fluency in any second EU language.

We offer:

• The opportunity to re-invent the world’s largest industry by shaping a young and dynamic tech company with huge growth ambitions.
• The opportunity to work remotely from either Estonia or Spain.
• Employee share option plan.
• Unlimited holidays.
• Free nights and discounts at any Bob W location.
• Development and growth opportunities, including personal learning and development budget.
• Top-notch Apple hardware.
• Sports compensation.
• Voluntary health insurance. 
• A multicultural, diverse, and highly rewarding work environment with a smart and motivated team.

Please note: If you receive an offer from Bob W, depending on your location, your training will take place in either Tallinn, Estonia or Madrid, Spain. If necessary, we will cover your travel and accommodation expenses within Estonia/Spain. The comprehensive training program spans up to one month. During this period, you will have the opportunity to stay in one of our Bob W locations and experience awesomeness to the max!

Annual gross salary in Estonia: €31,400 - €35,000
Annual gross salary in Spain: €36,700 - €40,900
Job Level: M3
Learn more about our career development framework here.

We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.