At Urban Campus, we aim at providing our tenants with high-end accomodation, an outstanding community animated by our teams and a smooth digital booking experience.As for our business model, we work with Institutional Investors to help them transform and build residences with shared areas and services.
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Urban Campus is looking for an Operations & Customer Experience Specialist to lead the customer experience function in Spain and support the Asset Manager in the day-to-day operations of our portfolio.This position reports directly to the Spain Head of Asset Management and plays a key role in ensuring operational excellence and outstanding resident satisfaction.As Operations & Customer Experience Specialist, you will be responsible for the full resident journey after the Sales team closes a booking — from seamless autonomous move-ins to proactive issue resolution, feedback collection, and smooth move-outs.You will optimize processes, and coordinate closely with maintenance, cleaning and community teams to guarantee best-in-class service.This role has a direct impact on resident satisfaction and operational efficiency across the Spanish portfolio.You will work from our office in Madrid, collaborating with an international and entrepreneurial team that is redefining urban living.Customer Experience & Support LeadershipEnsure fast, efficient and empathetic resolution of support tickets.Supervise and optimise ticket management workflows (Hubspot).Operations SupportDebt Management & CollectionsEscalate complex or high-risk cases to the Head of Asset Management.Providers ManagementLead the relationship with cleaning service providers, ensuring service quality and alignment with company standards.Support supplier selection processes, including tendering, negotiation and contracting.Monitor performance through defined KPIs and regular quality checks.Review and validate invoices, ensuring accuracy and compliance with agreed terms.Improve documentation and internal processes in Notion or equivalent tools.Ensure alignment between Sales, Community and Facility Management teams.Contribute to scaling the support structure as the portfolio grows.2-3 years of experience in Customer Support, Operations, Hospitality, Real Estate or similar.Experience with CRM and ticketing tools (Hubspot preferred).Previous experience managing customer experience in hospitality, coliving, proptech or service-oriented environments is a strong plus.Full fluency in Spanish and English (mandatory).Data-driven mindset with ability to track and analyse KPIs.Full-time position with a yearly salary range between 25-30K€ depending on your background.Flexible remote policy, with up to 2 days of home office per week. xpzdshu Work from our great offices located in Gran Via, Madrid.