Owner Relations Team Lead

Owner Relations Team Lead – LATAMPosition: Owner Relations Team Lead Location: Remote Employment Type: Full-Time Freelancer Work Arrangement: Work from HomeAbout UsCorporate Stays is a leading provider of furnished accommodations for corporate travelers and extended stays, with over 15 years of experience in the industry. Owner Relations Team Lead – LATAM Position: Owner Relations Team Lead Location: Remote Employment Type: Full-Time Freelancer Work Arrangement: Work from Home About Us Corporate Stays is a leading provider of furnished accommodations for corporate travelers and extended stays, with over 15 years of experience in the industry. With operations in Canada and a growing presence across Latin America, we are committed to delivering exceptional accommodation experiences while building strong, long-term relationships with property owners and business partners. About the Role We are looking for an experienced and proactive Owner Relations Team Lead to lead our Owner Relations Specialists across Latin America. This role is responsible for overseeing the team's daily activities, ensuring excellent owner communication, managing escalations, and maintaining high standards of service and accountability. The ideal candidate is a strong leader with excellent communication and problem-solving skills, experience managing client relationships, and the ability to coordinate effectively with multiple departments to ensure owner satisfaction and retention. Goal of the Position To lead and develop the Owner Relations team, ensuring timely communication, effective resolution of owner concerns, consistent service standards, and strong long-term relationships with property owners across LATAM. Key Responsibilities Lead, supervise, and support the Owner Relations Specialists, ensuring clear priorities, accountability, and consistent performance. Monitor team productivity, response times, resolution times, and other established KPIs. Ensure owners receive timely, professional, and proactive communication regarding their properties, requests, and concerns. Oversee owner inquiries and escalations, ensuring issues are followed up on and resolved efficiently. Build and maintain strong relationships with property owners to improve satisfaction, trust, and retention. Coordinate with Operations, Accounting, Revenue Management, and other departments to resolve owner concerns and improve service delivery. Identify recurring issues, communication gaps, and potential risks to owner satisfaction, implementing corrective actions when needed. Conduct regular team check-ins, provide feedback, and support team members' 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 in the company's systems. Prepare regular reports on team performance, owner feedback, escalations, and operational challenges. Identify opportunities to improve owner engagement, service quality, operational efficiency, and owner retention. Provide management with updates on team performance, significant owner concerns, and recommended improvements. Performance Goals (KPIs) Owner Satisfaction: Maintain strong owner satisfaction and address negative feedback promptly. Response Time: Ensure owner inquiries receive timely responses in line with established service standards. Resolution Time: Ensure owner concerns and requests are resolved or appropriately escalated within agreed timelines. Escalation Management: Monitor outstanding cases and ensure effective follow-up until resolution. Owner Retention: Proactively identify and address owner dissatisfaction and potential retention risks. Team Performance: Ensure Owner Relations Specialists meet their individual targets and service expectations. Process Compliance: Maintain accurate documentation and consistent adherence to internal procedures. Continuous Improvemen