Owner Relations Team Lead

MasAlto Capital

. Lead, supervise, and support Owner Relations Specialists across Latin America .

Posted 10/22/2026full-timeRemoteSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership and relationship management capabilities, with a focus on improving owner satisfaction and retention through effective communication and process optimization. Proficient in tracking KPIs and preparing performance reports while fostering team development in a multicultural environment.

Highest-signal resume keywords

Team LeadershipRelationship ManagementKPI TrackingConflict ResolutionBilingual Proficiency

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

KPI TrackingReport PreparationEscalation ManagementProcess ImprovementOwner Engagement

Soft Skills

Communication SkillsOrganizational SkillsProactive Problem SolvingNegotiation SkillsConflict Resolution Skills

Tools & Technologies

CRM PlatformsProject Management ToolsProperty Management Systems

Industry Keywords

Owner RelationsCustomer SuccessAccount ManagementProperty ManagementHospitality

About the role

Key responsibilities & impact

Lead, supervise, and support Owner Relations Specialists across Latin America
Monitor team productivity, response times, resolution times, and other KPIs
Ensure timely, professional, and proactive communication with property owners
Oversee owner inquiries and escalations and ensure efficient resolution
Build and maintain relationships with property owners to improve satisfaction, trust, and retention
Coordinate with Operations, Accounting, Revenue Management, and other departments
Identify recurring issues, communication gaps, and risks to owner satisfaction and implement corrective actions
Conduct team check-ins, provide feedback, and support 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
Prepare reports on team performance, owner feedback, escalations, and operational challenges
Identify opportunities to improve owner engagement, service quality, operational efficiency, and retention
Provide management with updates on performance, significant owner concerns, and recommended improvements
Maintain owner satisfaction, timely responses, effective resolution, escalation follow-up, retention, team performance, process compliance, and continuous improvement

Requirements

What you’ll need

Previous experience in team leadership, account management, customer success, client relations, property management, or hospitality
Proven ability to lead, coach, and support a team
Excellent written and verbal communication skills
Strong relationship management, negotiation, and conflict-resolution skills
Experience handling escalations and coordinating solutions across multiple departments
Strong organizational skills and ability to manage multiple priorities
Experience tracking KPIs, preparing reports, and monitoring team performance
Proactive, solution-oriented, and comfortable making decisions within established guidelines
Ability to work independently in a remote, fast-paced, multicultural environment
Professional proficiency in English and Spanish is strongly preferred
Familiarity with CRM platforms, project management tools, and property management systems is an advantage

Benefits

Comp & perks

Work from home
Remote work arrangement