Customer Experience Specialist



Customer Service
Gold Coast, QLD, Australia · United States · Queensland, Australia
Posted on Monday, July 24, 2023

About Hometime:

We simplify short-term rental property management by providing homeowners with expert support and easy-to-use technology. Our ecosystem delivers transparency and better results for everyone involved. We have generated over $100m in bookings, have a strong relationship with Airbnb, and are backed by top venture capital firms. Join our growing team to help lay the foundations of our future success.

About the role: The Customer Experience Specialist at Hometime ensures a positive customer journey for both homeowners and guests. Ideal candidates have strong communication skills, problem-solving abilities, and a customer-focused approach.

This is the job for you if you are excited about:

  • Short term rental industry
  • Interacting with people to make a positive impact on their experience
  • Improving customer satisfaction and loyalty
  • Thriving in a dynamic and fast-paced work environment for personal and professional growth

What you’ll do:

  • Responding to customer inquiries and resolving customer issues in a timely and professional manner
  • Managing customer escalations and complaints. Listen to customer complaints, understand their concerns, and work to find solutions that meet their needs
  • Gathering customer feedback to improve customer satisfaction. Identify areas where the customer experience can be improved and make recommendations to enhance the customer experience
  • Develop and build customer relationships with customers by providing personalised service and following up with them to ensure their satisfaction
  • Identify trends and enquiry patterns and drive continuous improvements to deliver best-in-class customer experience and therefore achieve higher earnings
  • Provide best practice customer advice and support to the partner network to assist them in achieving their goals and exceeding their customers' expectations
  • Collaborating with cross-functional teams to ensure the business offers the best possible experience to our customers and implement any required changes that enhance the customer experience
  • Analysing customer data: Use data and analytics to understand customer behaviour and preferences, and to identify trends and opportunities for improvement and simultaneously to make informed decisions
  • Assist in the development and implementation of broader Customer Experience projects strategies and initiatives

Required experience:

  • Prior experience in customer service. You should have a strong understanding of customer needs and expectations, as well as the ability to manage customer relationships effectively
  • Excellent communication skills, both verbal and written, with customers, team members, and management
  • Candidates must be able to analyse data, identify trends, and develop strategies to improve the customer experience
  • Proficient in customer service, managing customer relationships, and meeting their expectations
  • Empathetic, patient, and calm in challenging situations, able to handle multiple inquiries simultaneously
  • Previous experience within the Tourism and/or Short term rental industry (preferred)
  • 12-month contract hire
  • Must be based in Gold Coast

Tools you’ll be using:

  • Hubspot
  • Slack
  • Hometime PMS
  • G suite
  • Notion
  • Knowi
  • Kixie


  • Competitive salary in line with your experience
  • Fully flexible working arrangement
  • Coffee allowance of $75 per month to enjoy at your local cafe when you work
  • Extra day of leave for your birthday to celebrate all things you with your friends and family
  • Free time off between Christmas and New Year thanks to Hometime’s Holiday Week
  • Quarterly events, both virtual and in person, to come together with your teammates