Customer Experience (French Market)

Ukio; Barcelona; On-site; EUR 42,000 - 64,000; Full time

Job summary

Ukio is seeking a Guest Experience Owner to lead guest satisfaction and operations for a defined portfolio of apartments. You’ll balance guest happiness, reliability, and business performance, making autonomous decisions that impact service quality and portfolio results.

The role requires owning the end-to-end guest journey, coordinating with Operations, Sales, and Property Management, and working weekends. Strong English and French skills are essential to communicate with a diverse guest base.

Qualifications

• 3–5 years of experience in hospitality, operations management, or a customer-facing role.

Responsibilities

• Be the main point of contact for all guest-related cases, resolving issues quickly and empathetically.
• Own the full guest journey from check-in to post check-out, maintaining high service standards.
• Manage your portfolio’s performance, monitoring operations and proactively addressing risks.
• Use data and dashboards to uncover insights and drive improvements in guest experience and efficiency.
• Lead post-case reviews and implement lasting solutions for recurring issues.
• Collaborate with Operations, Sales, Property Management and Quality to ensure coordinated service.
• Monitor budget and key KPIs to sustain strong, scalable performance.

Skills

Analytical mindset

KPI ownership

Cross-team collaboration

English & French communication

Multi-priority management

Empathy & detail-orientation

CRM tools experience

Tools

Zendesk

HubSpot

Salesforce

Job description

We are one of the most promising startups of 2025 with headquarters in Spain. We were founded in Barcelona, and since then, we've expanded to include offices in Madrid, Lisbon, Paris and Milan. This is only the beginning as we've got our sights set on spreading to the rest of Europe and later to include other continents as well

Ukio's mission is to empower individuals to live where they want, when they want . We do this by disrupting the traditional residential real estate market, providing fully furnished and artfully designed apartments for stays starting at one month. We remove all the hassle around finding a rental with no long-term contracts, security deposits, broker fees, moving/buying furniture, etc., giving choice and flexibility to allow people to plant their roots anywhere .

Backed by Europe's best Venture Capital firms, this year will be vital in our growth as we look to further build out our team, further establish ourselves in our current markets, and expand our reach into multiple new markets . We are currently ranked in the top 10 startups in Spain by Linkedin, and we have successfully raised a Series A investment round of €27 million that will help propel our growth throughout Western Europe and bring us closer to reaching our goals .

Our culture

We honor diversity, compassion, and honesty above all else in our team. We’ve already got a great mix of dedicated, collaborative, and results-driven people and are looking for more like minded folks to join our team. In true startup fashion, we always embrace the unknown and grant full autonomy to our team members to act as the owners of their projects and tasks. We are creators who embrace dynamic environments and take on and build up projects from scratch.

Our team is composed of everyone from foodies to athletes, adventure seekers to art buffs. We know fun, and we always have a team event on our calendars, so are you ready to join us?

Role

As a Guest Experience Owner, you'll take full charge of the guest experience and operational performance of a defined portfolio of Ukio apartments. This isn't a traditional support or call-center role — it's ownership. You'll manage your assigned units directly, balancing guest satisfaction, operational reliability, and business performance, and you'll make the autonomous calls that shape service quality, property uptime, and portfolio results. You'll work cross-functionally to keep standards high, solve complex problems, and deliver on Ukio's promise of making people feel at home anywhere. This position requires working weekends.

Responsibilities

• Be the main point of contact for all guest-related cases, resolving issues fast, empathetically, and effectively.
• Own the full guest journey — from check-in to post check-out — upholding Ukio's high service standards at every step.
• Take full ownership of your portfolio, monitoring operational performance and getting ahead of risks before they elevate.
• Use data and internal dashboards to uncover insights and drive real improvements in guest experience and operational efficiency.
• Lead post-case reviews and put lasting solutions in place for recurring issues.
• Partner closely with Operations, Sales, Property Management, and Quality to keep coordination seamless and service standards rising.
• Monitor and manage budget and operational KPIs to keep performance strong and sustainable.

About you

• 3–5 years of experience in hospitality, operations management, property management, or another customer-facing role.
• An analytical mindset, with a habit of solving problems through data.
• A track record of owning KPIs and driving results through cross-team collaboration.
• Excellent communication skills in English and French.
• Comfortable managing multiple priorities independently in fast-moving environments.
• Empathetic, detail-oriented, and genuinely committed to delivering exceptional guest experiences.
• Experience with CRM or case management tools (e.g., Zendesk, HubSpot, Salesforce).