Postúlate en Kit Empleo: kitempleo.com.ar/empleo/mm9oz

Location: Remote — Argentina / Latin America

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Schedule: Full-time, shift-based (24/7 operations)

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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.

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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.

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

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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.

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Your responsibility goes beyond people management. You are accountable for ensuring that:

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Guests are consistently taken care of

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Escalations decrease over time The AI improves through real operational learning The team operates with clarity, confidence, and strong judgment

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

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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.

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1. Lead and coach the teamLead, coach, and develop a team of Junior and Senior Guest Experience AI Specialists

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Set clear expectations around quality, tone, judgment, and decision-making

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Coach team members on handling complex, high-risk, or emotionally charged guest situations

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Provide regular feedback, performance reviews, and growth plans

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Act as an escalation point for sensitive or high-impact cases

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Ensure guest conversations consistently meet service and brand standards

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Review escalations and complex cases for quality, consistency, and decision integrity

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Balance speed, accuracy, and empathy in live decision-making

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Ensure seamless AI → human handoffs with no loss of context

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Analyze escalation patterns and recurring guest issues

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Prioritize AI improvements based on real operational impact

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Work closely with product and AI teams to:

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Address data gaps and inconsistencies

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Ensure that human effort reliably translates into AI learning

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4. Define and enforce escalation governanceOwn escalation rules and thresholds (urgency, sentiment, ambiguity)

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Ensure consistent application of policies across the team

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Decide what should be automated, AI-assisted, or handled by humans

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Document and evolve best practices as the system scales

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5. Tools and operational workflowsOversee daily operations within the INTO platform

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Ensure data quality and proper documentation in Guesty

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Use Slack to

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Coordinate shifts and coverage

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Escalate critical incidents

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Share insights, updates, and improvements with stakeholders The goal is not to handle more tickets. The goal is to make the system smarter.

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What you bringRequiredStrong background in guest experience, hospitality, or customer operations

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Prior experience leading, coaching, or acting as a senior point of accountability

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Excellent judgment in complex or high-pressure situations

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Systems thinking: ability to identify patterns and root causes

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Comfort owning outcomes, not just managing tasks

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Nice to haveExperience with AI-powered support tools or automation

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Familiarity with short-term rentals, hotels, or property management

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Experience working cross-functionally with product or engineering teams

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Experience scaling teams or operational processes

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Compensation & GrowthCompetitive, market-aligned salary based on location, experience, and scope

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Additional compensation for night, weekend, and holiday coverage

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Structured onboarding in AI operations, escalation frameworks, and leadership

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Clear growth paths into senior operations, client leadership, or AI operations roles

Postúlate en Kit Empleo: kitempleo.com.ar/empleo/mm9oz

📌 Team Lead, AI Guest Experience (Godoy Cruz)
🏢 INTO
📍 Godoy Cruz