Client Success Executive (Thursday-Monday, including weekends)

The Client Success Executive is responsible for delivering world-class service to Houst customers and their guests. You will handle customer inquiries through multiple contact channels, including email, phone, and chat. Your role will involve troubleshooting, problem-solving, and ensuring a seamless experience for clients. Strong communication skills, logical thinking, and adaptability are essential to succeed in this role.

Key Responsibilities of the Role:

• Provide exceptional support to hosts and guests through email, phone, and WhatsApp, ensuring timely and effective resolution of inquiries.
• Manage day-to-day client interactions, ensuring a smooth and professional experience.
• Assist in onboarding new hosts, guiding them through the setup process to ensure they are well-prepared to use our platform.
• Work closely with other teams to resolve issues efficiently and improve overall client satisfaction.

• Create and maintain property listings across multiple platforms, optimising them for maximum visibility and appeal.
• Support hosts with pricing recommendations and listing improvements to maximise occupancy and revenue.
• Gather client feedback to contribute to process improvements and enhance the overall customer experience.

• Work with external maintenance teams and contact suppliers to resolve property-related issues.
• Manage maintenance requests efficiently to ensure properties remain in top condition for guests.

• Monitor and update pricing to attract more bookings.
• Ensure listings are updated and optimised based on market trends and demand.

Requirements

• Exceptional Communication - Clear and professional verbal and written communication with hosts and guests.
• Problem-Solving & Critical Thinking - Ability to troubleshoot issues and find solutions efficiently.
• Customer-Centric Approach - Strong focus on delivering excellent service and building client relationships.
• Time Management & Prioritisation - Ability to handle multiple tasks, meet deadlines, and manage workload effectively.
• Resilience & Adaptability - Ability to stay calm under pressure and adapt to evolving business needs.

• CRM & Ticketing Systems - Experience with platforms like Zendesk, Salesforce, or HubSpot for managing customer interactions.
• Property Listing Management - Understanding of short and mid-term booking platforms, including listing optimisation.
• Basic Data Analysis - Ability to interpret customer feedback, booking trends, and performance metrics.
• Google Workspace - Proficiency in Google Sheets for tracking performance and managing client data.
• Communication Tools - Experience with Slack, WhatsApp Business, or similar platforms for team collaboration.

Benefits

• 23 days paid holiday days (plus public holidays).
• An extra day off for your birthday - because who wants to work on their birthday?
• Employee discounts - at heaps of restaurants, shops, gym memberships, cinema tickets, and more.
• Pawternity - We encourage proud parents of new pets to work from home to help their new member settle in.
• Laptop - for business use.