Customer Experience

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Act as the primary liaison between residents and the Customer Experience team.

• Ensure that responses are delivered within the designated Service Level Agreement (SLA).

• Educate residents on the House Rules and License Agreement in a constructive manner.

• Assist residents with maintenance, cleaning, replacement, notices, and other processes.

• Monitor conflicts proactively and implement preventive measures.

• Identify and address recurring patterns of complaints.

• Maintain organized records in Freshdesk and direct messages (DMs).

• Collaborate closely with Property Management, Sales, and Collections teams.

• Offer direct support to the community management team for residents.

• Enhance the overall customer experience across all properties.

⛳️ Requirements

• Proficiency in English.

• Minimum of 1 year of experience in customer experience, guest support, or community management.

• Capability to handle multiple communication channels concurrently, including chat, email, and tickets.

• Familiarity with digital tools such as Freshdesk, Zoho Suite, WhatsApp Business, and Google Workspace.

• Proficiency in Spanish is a considerable advantage.

• Strong organizational and prioritization abilities, with the capacity to manage several ongoing cases without losing context.

• Clear, calm, and structured communication style.

• Emotional resilience and a solution-focused mindset under pressure.

• Ability to establish kind boundaries.

• Maintain a respectful demeanor, even in high-pressure situations.

• Engagement as an independent contractor (PJ).

• Availability to work Monday through Friday, from 7:00 a.m. to 4:00 p.m.

🏝️ Benefits

• Competitive compensation package.

• Opportunities for professional development.

• Flexible working conditions.