Customer Experience Specialist

Position Summary: As a French-Speaking Customer Experience Specialist, you’ll be the voice and heartbeat of The Flex for our guests and landlords. From the first inquiry to the final check-out, you’ll ensure every interaction is smooth, efficient, and memorable. You’ll handle communication, solve problems, and use our in-house technology to deliver world-class service that reflects our commitment to operational excellence and customer delight. This role is perfect for someone empathetic, detail-oriented, and passionate about helping others — someone who takes pride in turning challenges into exceptional experiences. Key Responsibilities: Customer Support – Respond promptly and professionally to guest and landlord inquiries via email, chat, and phone — in both French and English. Booking Assistance – Guide guests through the reservation, check-in, and check-out processes using our PMS tools. Problem Solving – Investigate and resolve issues quickly while maintaining a calm, empathetic, solution-focused approach. Knowledge Management – Accurately document interactions, feedback, and resolutions to help improve service quality. Cross-Team Collaboration – Work closely with Operations and Tech to identify recurring issues, propose improvements, and optimize the user experience. Upselling & Retention – Identify opportunities to enhance stays or strengthen long-term relationships with landlords and guests. What We’re Looking For: Fluency in French and English (written and spoken); Proven experience in customer service, ideally in hospitality, real estate, or tech-enabled platforms; Excellent communication and interpersonal skills — you listen, understand, and make people feel heard; Strong organizational abilities and composure under pressure; Tech-savvy — comfortable using PMS, CRM, and digital support tools; A problem-solving mindset with empathy, patience, and meticulous attention to detail. Why Join The Flex: Be part of the revolution — Help reshape the $4T global rental industry. Work with the best — Join a high-performing, supportive international team. Grow fast — Real career progression opportunities as we expand globally. Earn what you deserve — Competitive compensation plus performance-based incentives. Live flexibly — Remote-first, results-driven culture — work from anywhere.