Customer Support & Retention Representative
Posted Updated
Description
- As a Customer Support & Retention Representative, you’ll be the heartbeat of our customer operations, helping support students with finding homes and managing their Housr utility packages
- You’ll combine a customer-first mindset with problem-solving instinct to help deliver a best-in-class experience for all our users
- We’re looking for a Customer Support & Retention Representative to help support Housr’s growing base of customers that have subscribed to a utilities management package
- You’ll help support our customers via email, chat and phone calls, answering their questions and giving them a fantastic experience
- You’ll be the first point of contact for customer escalations, and work with key stakeholders across the business to solve more complex queries
- You’ll lead our cancellation and retention efforts, handling customer cancellation requests head-on to find “save” opportunities, and using these insights to actively reduce churn across the business
- You’ll gain a deep understanding of the energy and bills splitting market, using your expertise to handle cancellation requests, ensuring customers understand the value of staying and their options if they do leave
- You’ll be supporting customers in different ways depending on the time of year - autumn to spring will be all about helping students find a home for the next academic year. In the summer, you’ll help them with getting their utilities up and running, ahead of move-in
- 📣 We’re looking for someone who can hit the ground running this June or July 2026, helping us prep before our busiest time of year kicks off
- You’re motivated and ambitious. You are capable of learning and adapting in a fast changing startup environment
- You’ll have a genuine passion and desire to help people, and ability to handle complex and challenging customer queries
- You are skilled at turning a “no” into a “yes.” You know how to actively listen to a customer’s reasons for wanting to cancel, unpack their frustrations, and confidently present solutions or alternative options to save the account
- You’re highly organised and can demonstrate your attention to detail
- Prior experience in a busy, multi-channel customer facing or Sales role is a bonus, but not required
- You’ll have excellent communication skills, written and verbal, and an ability to work well under pressure
- First Stage - Exploratory screening call with our Operations Managers (30 mins)
- Second Stage - We’ll set you a take home task, requiring no more than 2hrs of your time. We’ll make it fun, we promise. We’d then like you to present your task to us F2F:
- Part 1 - A chance for you to walk through your take-home task and for us to ask questions (30 mins)
- Part 2 - Wider ranging questions about your experiences and motivations for working at Housr, approaches to certain scenarios, working style and what you’ll bring to this role (30 mins)
- Offer - If we think it’s a good fit, we’ll make you an offer!