Job Overview
We are seeking a highly skilled Operations and Customer Service Professional to lead our 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.
Key Responsibilities:
- Customer Experience Leadership : Be the main point of contact for residents regarding questions, requests, incidents or escalations; ensure fast, efficient and empathetic resolution of support tickets; supervise and optimize ticket management workflows (Hubspot); monitor KPIs such as response time, resolution time and satisfaction rates; monitor and analyze resident feedback to anticipate frustrations and improve retention.
- Operations Support : Coordinate autonomous move-ins and move-outs, ensuring flawless execution of processes; work closely with the Facility Manager to ensure property standards are met; identify and implement process improvements to increase efficiency.
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