Customer Experience Representative - Europe
The Flex, Manchester, England, United Kingdom
Overview
The Flex is on a mission to transform the rental sector globally. Renting a home should be as easy as buying something on Amazon—simple, fast, and borderless. Our proprietary Property Management System (PMS) powers this vision, creating seamless experiences for guests and hassle-free operations for landlords. We are building a dynamic team of A-Players who are ambitious, proactive, and thrive in fast-moving environments. This role is the first point of contact for our guests and landlords, ensuring smooth communication, quick problem resolution, and an outstanding rental experience. You’ll handle inquiries, support bookings, and use our PMS tools to deliver efficient and high-quality service. This role is ideal for someone who is empathetic, detail-oriented, and passionate about helping people. You’ll play a key role in building trust with our customers and maintaining the high standards that set The Flex apart.
Responsibilities
* Customer Support – Respond promptly to guest and landlord inquiries via email, chat, and phone.
* Booking Assistance – Support guests with reservations, check-ins, and check-outs using our PMS.
* Problem Solving – Investigate and resolve customer issues quickly while maintaining a positive customer experience.
* Knowledge Management – Document customer interactions, feedback, and solutions in our system.
* Collaboration – Work with the operations and tech teams to flag recurring issues and suggest process improvements.
* Upselling & Retention – Identify opportunities to enhance guest stays and strengthen long-term landlord relationships.
Qualifications
* Strong communication skills (written and verbal).
* Previous customer service experience, ideally in hospitality, real estate, or tech platforms.
* Ability to multitask and stay calm under pressure.
* Tech-savvy and comfortable using PMS, CRM, and other digital tools.
* Problem-solving mindset with empathy and patience.
* Fluent in English; additional languages are a plus.
Benefits and Why Join
* Be part of a company redefining the global rental experience.
* Work with a supportive, ambitious, and international team.
* Opportunity to grow as we scale globally—this is not a dead-end role.
* Competitive compensation package.
* Remote-first, flexible working environment.
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