Client Success Executive

We're Houst🏠

A professional management service for properties. Our mission is to make hosting on websites hassle-free for everyone using technology to disrupt the short-term accommodation sector. We’ve grown fast. Since launching in 2015, we’ve partnered with thousands of happy hosts, helping them to make important earnings. The business has now expanded worldwide – we’re operating in over 20 cities globally, from Auckland to Lisbon, and there’s a lot more to come. From holidaymakers to full-time landlords, host happiness is central to everything we do.

About the Role: As a Client Success Executive, you will be responsible for providing world-class service. You will resolve customer inquiries through multiple contact channels such as email, phone, and chat. You will work with complex and not always standard issues, so thinking outside of the box, troubleshooting, excellent communication skills, and logical thinking are a must.

What you’ll do:

• Provide world-class service to Houst customers and guests via telephone, email and Whatsapp.
• Onboard new properties; complete in person client meetings to get new hosts set up for success on our platform.
• Create and optimise listings for new properties Airbnb
• Be a point of escalation and resolve issues to the highest possible satisfaction.
• Optimise occupancy and revenue for our hosts by making market driven decisions on pricing and listing optimisation
• Conduct in depth performance reviews using data analysis tools
• Identify and use opportunities to increase customer retention and satisfaction.
• Contribute ideas to further improvement of processes and overall experience of Houst customers and guests.

Requirements

• Preferable previous experience in customer service environment
• Proven ability to communicate complex technical problems
• Ability to think outside of the box and find creative ways to solve situations.
• A working understanding of vacation rentals is a plus.
• Confidence in decision-making, proactivity and owning your work
• Previous experience working with a CRM
• Work 5 days a week 9AM - 6PM with occasional weekend shifts if required

Benefits

• Hybrid working
• Employee discounts – at heaps of restaurants, shops, gym memberships, cinema tickets and more
• Enhanced Parental Leave – Family comes first. We offer great parental leave to spend time with your new child, regardless of your gender
• MacBook – For business use
• An extra day off on your birthday (because who wants to work on their birthday?)
• Note: if required to work on occasional public holidays you will receive a day in lieu