Team Lead, AI Guest Experience

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: TYPE OF WORK

Full Time

: SALARY

USD $700 - $850 pm

: HOURS PER WEEK

40

: DATE UPDATED

Jun 2, 2026

JOB OVERVIEW

About INTO
INTO builds AI systems that handle real guest conversations for hospitality teams. Our software answers calls and messages, resolves routine issues, and knows when to bring a human into the conversation.

We work with property managers across North America and Europe who want reliable, 24/7 guest communication without growing large support teams. AI handles the bulk of interactions. Humans step in when judgment, empathy, or policy decisions are required.

Our focus is simple: protect guest trust, reduce unnecessary escalations, and make the system better every day through real operational learning.

About This Role
As a Guest Experience AI Team Lead, you lead a team of Guest Experience AI Specialists and own the quality, consistency, and evolution of guest conversations across both AI and human channels. **Think Guest Support Agent, Work From Home.**

Your responsibility goes beyond people management. You are accountable for ensuring that:
- Guests are consistently taken care of
- Escalations decrease over time
- The AI improves through real operational learning
- The team operates with clarity, confidence, and strong judgment

This role sits at the intersection of people leadership, AI operations, and guest experience. It is not a traditional support team lead role.

What you will do
- You are a player–coach. In the initial phase, you will operate within the system yourself to build deep, firsthand understanding of how the AI behaves in real guest interactions.

1. Lead and coach the team
- Lead, coach, and develop a team of Junior and Senior Guest Experience AI Specialists
- Set clear expectations around quality, tone, judgment, and decision-making
- Coach tea ---------- mbers on handling complex, high-risk, or emotionally charged guest situations
- Provide regular feedback, performance reviews, and growth plans
- Act as an escalation point for sensitive or high-impact cases

2. Own guest experience quality
- Ensure guest conversations consistently meet service and brand standards
- Review escalations and complex cases for quality, consistency, and decision integrity
- Balance speed, accuracy, and empathy in live decision-making
- Ensure seamless AI ? human handoffs with no loss of context

3. Drive continuous AI improvement
- Analyze escalation patterns and recurring guest issues
- Prioritize AI improvements based on real operational impact
- Work closely with product and AI teams to:
- Improve conversation logic
- Refine escalation rules
- Address data gaps and inconsistencies
- Ensure that human effort reliably translates into AI learning

4. Define and enforce escalation governance
- Own escalation rules and thresholds (urgency, sentiment, ambiguity)
- Ensure consistent application of policies across the team
- D ---------- what should be automated, AI-assisted, or handled by humans
- Document and evolve best practices as the system scales

5. Tools and operational workflows
- Oversee daily operations within the INTO platform
- Ensure data quality and proper documentation in Guesty
- Use Slack to: Coordinate shifts and coverage; Escalate critical i ---------- ; Share insights, updates, and improvements with stakeholders

The goal is not to handle more tickets. The goal is to make the system smarter.

What you bring
- Fluent in English
- Strong background in guest experience, hospitality, or customer operations
- Prior experience leading, coaching, or acting as a senior point of accountability
- Excellent judgment in complex or high-pressure situations
- Systems thinking: ability to identify patterns and root causes
- Comfort owning outcomes, not just managing tasks

Nice to have
- Experience with AI-powered support tools or automation
- Familiarity with short-term rentals, hotels, or property management
- Experience working cross-functionally with product or engineering teams
- Experience scaling teams or operational processes

Compensation & Growth
- Competitive, market-aligned salary based on location, experience, and scope
- Additional compensation for night, weekend, and holiday coverage
- Structured onboarding in AI operations, escalation frameworks, and leadership
- Clear growth paths into senior operations, client leadership, or AI operations roles

More information at: careers.weareinto.ai
Application at: ----------

SKILL REQUIREMENT

Customer Support Management Chat Support Customer Service

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Team Lead, AI Guest Experience

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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