Customer Success Analyst – Property Owners

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Offer assistance and follow-up for property owners.

• Cultivate a close, professional, and transparent relationship with the client portfolio.

• Regularly assess property performance, taking into account occupancy, average daily rate, revenue, bookings, and market trends.

• Present findings and recommend improvement opportunities to property owners.

• Identify properties that are underperforming and suggest action plans.

• Aid in decision-making concerning rates, availability, minimum stay requirements, and listing competitiveness.

• Receive, monitor, and address property owners’ requests and complaints.

• Coordinate the resolution of issues related to maintenance, cleaning, linens, inventory, property conditions, and booking operations.

• Follow up with the relevant internal teams until all requests are fully resolved.

• Recognize recurring issues and propose enhancements to processes.

• Advise property owners on the policies, procedures, and management model of Carneiros Temporada.

• Take proactive measures to enhance property owner satisfaction and retention.

• Document interactions and keep each property’s information and outstanding items current.

• Collaborate with the Operations, Maintenance, Reservations, Revenue Management, Finance, and Customer Experience (CX) teams.

⛳️ Requirements

• Exceptional verbal and written communication abilities.

• Strong interpersonal and negotiation skills.

• Analytical mindset with a focus on achieving results.

• Highly organized, capable of managing multiple requests at once.

• Proactive and solution-driven attitude.

• Composed when addressing complaints, conflicts, and high-pressure situations.

• Ability to translate performance data into clear recommendations for property owners.

• Strong prioritization skills and dedication to seeing requests through to completion.

• Proficient in Excel/Google Sheets and comfortable using management systems.

• Prior experience in Customer Success, customer service, or portfolio management.

• Background in the vacation rental, hospitality, tourism, or real estate sectors.

• Familiarity with Airbnb, Booking.com, and other online travel agencies (OTAs).

• Experience with occupancy, average daily rate, revenue, and property performance metrics.

• Bachelor’s degree or technical degree required.

• Must possess a personal laptop and internet connection.

🏝️ Benefits

• Home office allowance.

• Meal allowance.

• Day off.