Customer Experience Representative - Europe

The Flex; Brighton; Remote; GBP 25,000 - 35,000; Full time

Job summary

A global property management firm is looking for a Customer Experience Representative to ensure smooth communication and problem resolution for guests and landlords. Ideal candidates should have strong communication skills, prior customer service experience, and the ability to stay calm under pressure. This role offers a competitive compensation package and a remote-first, flexible working environment.

Benefits

Competitive compensation package

Remote-first flexible working environment

Opportunities for growth in a scaling company

Qualifications

• Empathy is crucial for providing outstanding customer service.
• Previous experience in a relevant customer service role is preferred.
• Ability to handle multiple tasks and remain calm under pressure.

Responsibilities

• Respond promptly to guest and landlord inquiries via various communication channels.
• Assist guests with reservations and check-ins using the Property Management System.
• Investigate customer issues to provide quick resolutions.

Skills

Strong communication skills

Customer service experience

Multitasking

Tech-savvy

Problem-solving mindset

Fluent in English

Tools

PMS

CRM

Job description

About The Flex

The Flex is on a mission to transform the rental sector globally. Renting a home should be as easy as buying something on Amazon—simple, fast, and borderless. Our proprietary Property Management System (PMS) powers this vision, creating seamless experiences for guests and hassle-free operations for landlords. We are building a dynamic team of A-Players who are ambitious, proactive, and thrive in fast-moving environments.

Position Summary

Customer Experience Representative — As a Customer Experience Representative at The Flex, you will be the first point of contact for our guests and landlords, ensuring smooth communication, quick problem resolution, and an outstanding rental experience. You’ll handle inquiries, support bookings, and use our PMS tools to deliver efficient and high-quality service. This role is perfect for someone who is empathetic, detail-oriented, and passionate about helping people. You’ll play a key role in building trust with our customers and maintaining the high standards that set The Flex apart.

Key Responsibilities

• Customer Support – Respond promptly to guest and landlord inquiries via email, chat, and phone.
• Booking Assistance – Support guests with reservations, check-ins, and check-outs using our PMS.
• Problem Solving – Investigate and resolve customer issues quickly while maintaining a positive customer experience.
• Knowledge Management – Document customer interactions, feedback, and solutions in our system.
• Collaboration – Work with the operations and tech teams to flag recurring issues and suggest process improvements.
• Upselling & Retention – Identify opportunities to enhance guest stays and strengthen long-term landlord relationships.

What We’re Looking For

• Strong communication skills (written and verbal).
• Previous customer service experience, ideally in hospitality, real estate, or tech platforms.
• Ability to multitask and stay calm under pressure.
• Tech-savvy and comfortable using PMS, CRM, and other digital tools.
• Problem-solving mindset with empathy and patience.
• Fluent in English; additional languages are a plus.

Why Join The Flex?

• Be part of a company redefining the global rental experience.
• Work with a supportive, ambitious, and international team.
• Opportunity to grow as we scale globally—this is not a dead-end role.
• Competitive compensation package.
• Remote-first, flexible working environment.