Retention & Customer Support Specialist

Story Terrace Inc.; United Kingdom; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Free Gym Membership

Monthly Team Lunches

Company socials

Central Office Space

Hybrid Work Policy

25 days off + bank holidays

Job summary

Housr is seeking a Customer Support & Retention Representative to support students with finding homes and managing utilities. You’ll handle inquiries by email, chat and phone, delivering a best-in-class experience and acting as the first contact for escalations.

You will own cancellation and retention initiatives, understand the energy and bills splitting market, and help customers stay informed of options when they consider leaving. Hybrid work in the UK.

Qualifications

• Passion for helping people and solving complex queries.
• Excellent written and verbal communication.
• Highly organised with strong attention to detail.
• Able to learn quickly in a fast-changing startup.

Responsibilities

• Support customers via email, chat and phone with a superb experience.
• Be the first contact for escalations and work with across teams.
• Lead cancellation and retention efforts to reduce churn.
• Develop understanding of energy and bills splitting market to explain value.
• Assist seasonal customer needs during academic year cycles.

Skills

Customer empathy

Communication skills

Problem solving

Multi-channel support

Attention to detail

Organisation

Retention mindset

Job description

Housr is seeking a Customer Support & Retention Representative to support students with finding homes and managing utilities. You’ll handle inquiries by email, chat and phone, delivering a best-in-class experience and acting as the first contact for escalations.

You will own cancellation and retention initiatives, understand the energy and bills splitting market, and help customers stay informed of options when they consider leaving. Hybrid work in the UK.