Postúlate en Kit Empleo: kitempleo.com.mx/empleo/55q8ks
Location: Remote — Algeria or Latin America (Colombia/Mexico)Schedule: Full-time, shift-based (24/7 operations)About INTOINTO 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 RoleAs 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.Your responsibility goes beyond people management.
You are accountable for ensuring that:Guests are consistently taken care ofEscalations decrease over timeThe AI improves through real operational learningThe team operates with clarity, confidence, and strong judgmentThis 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 doYou 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 teamLead, coach, and develop a team of Junior and Senior Guest Experience AI SpecialistsSet clear expectations around quality, tone, judgment, and decision-makingCoach team members on handling complex, high-risk, or emotionally charged guest situationsProvide regular feedback, performance reviews,
and growth plansAct as an escalation point for sensitive or high-impact casesEnsure guest conversations consistently meet service and brand standardsReview escalations and complex cases for quality, consistency, and decision integrityBalance speed, accuracy, and empathy in live decision-makingEnsure seamless AI ? human handoffs with no loss of contextAnalyze escalation patterns and recurring guest issuesPrioritize AI improvements based on real operational impactWork closely with product and AI teams to:Address data gaps and inconsistenciesEnsure that human effort reliably translates into AI learning4.
Define and enforce escalation governanceOwn escalation rules and thresholds (urgency, sentiment, ambiguity)Ensure consistent application of policies across the teamDecide what should be automated, AI-assisted, or handled by humansDocument and evolve best practices as the system scales5.
Tools and operational workflowsOversee daily operations within the INTO platformEnsure data quality and proper documentation in GuestyUse Slack to:Coordinate shifts and coverageEscalate critical incidentsShare insights, updates, and improvements with stakeholdersThe goal is not to handle more tickets.
The goal is to make the system smarter.What you bringRequiredStrong background in guest experience, hospitality, or customer operationsPrior experience leading, coaching, or acting as a senior point of accountabilityExcellent judgment in complex or high-pressure situationsSystems thinking: ability to identify patterns and root causesComfort owning outcomes, not just managing tasksNice to haveExperience with AI-powered support tools or automationFamiliarity with short-term rentals, hotels, or property managementExperience working cross-functionally with product or engineering teamsExperience scaling teams or operational processesCompensation & GrowthCompetitive, market-aligned salary based on location, experience, and scopeAdditional compensation for night, weekend, and holiday coverageStructured onboarding in AI operations, escalation frameworks, and leadershipClear growth paths into senior operations, client leadership, or AI operations roles#J-*****-Ljbffr
Postúlate en Kit Empleo: kitempleo.com.mx/empleo/55q8ks
📌 Team Lead, Ai Guest Experience (Xico)
🏢 INTO
📍 Xico