Customer Support & Retention Representative

Join Housr as a Customer Support & Retention Representative, where you'll be the heartbeat of our customer operations. You'll support students in finding homes and managing their utility packages, providing a best-in-class experience through email, chat, and phone calls. You'll handle customer escalations, lead cancellation and retention efforts, and gain a deep understanding of the energy and bills splitting market. This role is perfect for someone motivated, ambitious, and passionate about helping people.

📣 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

Responsibilities

• Assurer un service client de qualité en répondant aux questions des clients par e-mail, chat et téléphone.
• Gérer les demandes d'annulation des clients et travailler à la réduction du taux de désabonnement.
• Collaborer avec les parties prenantes de l'entreprise pour résoudre les problèmes complexes et les escalades.

Requirements

• 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