About INTO

INTO 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 Role

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

This 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 do

You 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 team

Lead, coach, and develop a team of Junior and Senior Guest Experience AI Specialists
Set clear expectations around quality, tone, judgment, and decision-making
Coach team members on handling complex, high-risk, or emotionally charged guest situations
Provide regular feedback, performance reviews, and growth plans
Act as an escalation point for sensitive or high-impact cases

2. Own guest experience quality

Ensure guest conversations consistently meet service and brand standards
Review escalations and complex cases for quality, consistency, and decision integrity
Balance speed, accuracy, and empathy in live decision-making
Ensure seamless AI → human handoffs with no loss of context

3. Drive continuous AI improvement

Analyze escalation patterns and recurring guest issues
Prioritize AI improvements based on real operational impact
Work closely with product and AI teams to:
- Improve conversation logic
- Refine escalation rules
- Address data gaps and inconsistencies
- Ensure that human effort reliably translates into AI learning

4. Define and enforce escalation governance

Own escalation rules and thresholds (urgency, sentiment, ambiguity)
Ensure consistent application of policies across the team
Decide what should be automated, AI-assisted, or handled by humans
Document and evolve best practices as the system scales

5. Tools and operational workflows

Oversee daily operations within the INTO platform
Ensure data quality and proper documentation in Guesty
Use Slack to:
- Coordinate shifts and coverage
- Escalate critical incidents
- Share insights, updates, and improvements with stakeholders

The goal is not to handle more tickets. The goal is to make the system smarter.

What you bring

Fluent in English
Strong background in guest experience, hospitality, or customer operations
Prior experience leading, coaching, or acting as a senior point of accountability
Excellent judgment in complex or high-pressure situations
Systems thinking: ability to identify patterns and root causes
Comfort owning outcomes, not just managing tasks

Nice to have

Experience with AI-powered support tools or automation
Familiarity with short-term rentals, hotels, or property management
Experience working cross-functionally with product or engineering teams
Experience scaling teams or operational processes

Compensation & Growth

Competitive, market-aligned salary based on location, experience, and scope
Additional compensation for night, weekend, and holiday coverage
Structured onboarding in AI operations, escalation frameworks, and leadership
Clear growth paths into senior operations, client leadership, or AI operations roles

Full-timeTeam Lead, AI Guest Experience