Customer Experience Specialist

  • Contract: Freelance

Job Description

Minimum time for project: Minimum 3 months with potential to convert into a full-time role

Roomi’s goal is to make it as easy to find an apartment as it is to find a hotel. As part of young startup, you’ll be a crucial part of Roomi’s customer experience team. While focusing on supporting, assisting and troubleshooting user issues through live chat, you will also be part of the liaison team communicating with marketing and product. You will be reporting to the Senior Customer Experience Manager.


  • Work across departments and collaborate to ensure all tickets are handled correctly
  • Proactively and independently works to meet goals by following workflows to understand urgency and importance of assigned tasks
  • Displays patience, empathy, a unique ability to manage stress, the ability to work under pressure and adapt to adverse situations
  • Work closely with Listings and Security to identify potential users/listings that may be of threat to the Roomi Community
  • Our customer experience is paramount to our success so we will lean on you to make sure that they have the best experience possible when using the Roomi platform.

Skill Requirements

  • Strong problem solving skills
  • Strong multitasking skills, ability to handle several tasks along with responding to users
  • Experience with refunds and billing
  • Strong team player – you’re not afraid to ask questions to flag issues you are unsure of
  • Experience with high volume live chat and ambiguous situations
  • Superb at communicating upwards, laterally with responsibility for your own metrics
  • Experience with different software systems
  • Comfortable being a sole contributor


  • Bachelor’s degree or equivalent
  • Experience in startup/tech industry preferred
  • Candidates will be tested on their ability to quickly answer questions in a real-time chat environment during the interview process

About the Company

You've got big plans. Maybe you're moving for work, or traveling just because—but wherever you're headed, an old-school, yearlong lease won't cut it anymore. That's why we're here. We wake up every morning to help you find flexible, affordable housing and connect with roommates who make the big city feel like home.

How to apply

Apply for this job online using the following link.

External Link »