[Hiring] Customer Experience Associate @Peerspace

Role Description

As a Customer Experience Associate, you'll handle the cases that require judgment, empathy, and a bit of creative problem solving; and in the process you'll learn how a two-sided marketplace actually works, from the inside out.

• Work a queue of guest and host conversations across chat, email, phone, and SMS, focused on the cases that were routed to a person for a reason.
• Resolve booking issues, mediate misunderstandings between hosts and guests, and process cancellations and adjustments accurately.
• Use our AI assist tools and knowledge base to draft and check responses; then edit for accuracy and tone. You're the one who decides what actually gets sent.
• Look for chances to surprise and delight someone, and take them.
• Flag recurring issues, confusing policies, and product friction to Specialists and leadership so they get fixed rather than re-answered.
• Hit response-time and quality targets while keeping careful, complete case notes.
• Show up for your team: standups, Slack etc… be a part of the culture that makes this a stellar place to work.

Qualifications

• 1–2 years experience in customer service, hospitality, support, or something adjacent.
• Strong writing skills with real attention to detail.
• A sense of humor and genuine enthusiasm for helping people.
• Bonus points if you have third party marketplace experience.
• Additional bonus points for any experience with Intercom.

Requirements

• You lead with empathy and keep the customer's interest front and center, even when the answer is no.
• You write clearly and warmly, and you care about grammar and tone.
• You can carry a case all the way to resolution without being chased.
• You know the difference between a call you should make yourself and one you should escalate.
• You're comfortable with technology and genuinely curious about working alongside AI tools.
• You are confident enough to use them well, but skeptical enough to check their work.
• New tools and policy changes don't rattle you.
• You can read your own queue and quality metrics and do something useful with what they tell you.

Benefits

• 100% employee coverage of medical, dental and vision insurance.
• $500 annual professional development allowance.
• Discount on all Peerspace bookings.
• Laptop, high res display, and stipend to setup home office.
• Monthly cell phone and internet credit.
• Annual in-person all company offsite and team-building events (in Peerspace locations, of course).
• Wellness Days observed company wide.