Guest Success Team Lead

About the role

We are looking for a Guest Success Team Lead to manage and develop our local Guest Success team in Varna, Bulgaria. You will be at the front line of the guest experience, creating processes, setting 5‑star service standards, and ensuring every guest feels safe and valued.

Key responsibilities

• Design and manage smart schedules and rotas to guarantee 24/7 coverage and outstanding customer service.
• Provide direction and support to Guest Success Specialists, handling escalated guest situations with a firm, fair, and above‑and‑beyond approach.
• Manage onboarding and training of new team members and relay feedback to improve workflows.
• Support collection and analysis of performance data to enable data‑driven improvements.

Required profile

• Leads with energy and empathy, thriving in a fast‑paced environment.
• Passionate about hospitality and committed to making every guest feel genuinely valued.
• Strong collaborative mindset, working closely with Operations, Growth, and Product teams.

What we offer

• Meal card.
• Supplementary health insurance.
• Multisport card at a preferential price.
• Office located in the heart of the city.
• Informal team events, including summer and Christmas parties.