Customer Support & Retention Representative

Requirements

• We’re looking for someone who can hit the ground running in June or July 2026, helping us prep before our busiest time of year kicks off
• You’ll have a genuine passion and desire to help people, and ability to handle complex and challenging customer queries
• You’ll have excellent communication skills, written and verbal, and an ability to work well under pressure
• You’re highly organised and can demonstrate your attention to detail
• You’re motivated and ambitious. You are capable of learning and adapting in a fast changing startup environment
• You are skilled at turning a “no” into a “yes.” You know how to actively listen to a customer’s reasons for wanting to cancel, unpack their frustrations, and confidently present solutions or alternative options to save the account
• Prior experience in a busy, multi-channel customer facing or Sales role is a bonus, but not required

What the job involves

• As a Customer Support & Retention Representative, you’ll be the heartbeat of our customer operations, helping support students with finding homes and managing their Housr utility packages
• You’ll combine a customer-first mindset with problem-solving instinct to help deliver a best-in‑class experience for all our users
• We’re looking for a Customer Support & Retention Representative to help support Housr’s growing base of customers that have subscribed to a utilities management package
• You’ll help support our customers via email, chat and phone calls, answering their questions and giving them a fantastic experience
• You’ll be the first point of contact for customer escalations, and work with key stakeholders across the business to solve more complex queries
• You’ll lead our cancellation and retention efforts, handling customer cancellation requests head‑on to find “save” opportunities, and using these insights to actively reduce churn across the business
• You’ll gain a deep understanding of the energy and bills splitting market, using your expertise to handle cancellation requests, ensuring customers understand the value of staying and their options if they do leave
• You’ll be supporting customers in different ways depending on the time of year – autumn to spring will be all about helping students find a home for the next academic year. In the summer, you’ll help them with getting their utilities up and running, ahead of move‑in

#J-18808-Ljbffr…