Customer Experience and Product Development

OpenRent Ltd.; London Borough of Lambeth; On-site; GBP 35,000 - 55,000; Full time

Job summary

OpenRent is seeking a Customer Experience and Product Development expert to join a fast-growing tech-enabled rental platform in the UK. You’ll tackle real-world problems, improve processes, and shape the direction of our product through close collaboration with engineers and support teams.

You’ll thrive in a fast-paced environment, bring strong communication, and be excited to reshape the rental industry with innovative solutions. Weekend availability rotates with time off in lieu.

Qualifications

• Must have a 2:1 honours degree from a top university.
• Ability to handle customer-facing elements calmly and professionally.
• Ambitious and driven to continually tweak and improve processes.
• Articulate and able to justify product decisions to engineers.
• Technically proficient with internal tools and systems (web-based).
• Willing to work weekends on a rotational basis with a day off in lieu.

Responsibilities

• Respond to customer queries via email, SMS, and phone and optimise support processes.
• Collaborate with cross-functional teams to understand user needs and deliver solutions.
• Influence company-wide decisions on what we build and how we build it.

Skills

Customer service

Product development

Problem solving

Communication

Technical proficiency

Stakeholder collaboration

Weekend availability

Education

2:1 honours degree

Tools

Web-based tools

Job description

About You

We're looking for a Customer Experience and Product Development expert who thrives on problem-solving challenges, and is passionate about solving real-world problems.

If you love a fast-paced environment where your ideas matter, and you want to work with a company that's changing lives through technology, this is the role for you.

What We're Looking For

• 2:1 from a top university
• Calm and composed to deal with the customer-facing elements of the role
• Ambitious and driven to ensure every process is being constantly tweaked and improved
• Articulate - able to justify product decisions to the team and explain them to our software engineers
• Technically proficient to deal with our internal tools and systems (mainly web-based)
• Excitement about reshaping the rental industry with innovative solutions.
• Available for weekend work around every 8 weeks - you will receive day off in lieu for any weekend work

About OpenRent

At OpenRent, we're revolutionising the UK rental market. With over 9.0 million users, we're the largest rental platform in the UK.

Our mission is to make renting fairer, safer and cheaper for everyone. We've replaced outdated, fee-heavy practices with technology-driven solutions that empower tenants and landlords alike.

Why Join Us?

• Impact: Your work will directly improve the rental experience for millions across the UK.
• Culture: We're a small, collaborative team, which means quick decision-making and greater autonomy.
• Customer-centric: Making our user's journey effortless is core to what we do every day.
• Growth: Shape your role, develop and test your skills, and steer the direction of our technology and product.

About The Role

As a member of our Customer Service and Product Development team you'll:

• Respond to customer queries (email / SMS / phone) and work to optimise our customer service processes.
• Collaborate across different teams to deeply understand user needs and deliver revolutionary solutions.
• Influence company-wide decisions and have a say in what we build and how we build it.

Within 3 Months, You'll:

• Be resolving customer queries, becoming an expert on our users in the process.
• Gain extensive industry knowledge and a deep understanding of the OpenRent product.
• Start suggesting improvements to our product and service.

Within 6 Months, You'll:

• Be empowered to improve team processes and customer service operations as needed.
• See product improvements you've suggested go live and benefit landlords and tenants UK-wide.
• Take ownership of small-medium sized projects to develop our product.

Within 12 Months, You'll:

• Be making informed decisions about the direction of the product.
• Be working directly with our developers to introduce new features and other changes.
• Be responsible for delivering large-scale product / operational project from start to finish.