Housr
Customer Support & Retention Representative
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About Us
Housr is a hyper-growth tech startup on a mission to revolutionise student rental. We were formed after our co-founders, Harry and Ben, experienced the pain-points of renting a house while at university, and knew that there had to be a better way. We're now live in 12 UK cities, with many more to go. We're scaling fast across the UK and doubling down on our US expansion. In 2023 we were recognised by Tech Climbers as a rapidly scaling tech company, and we've recently been ranked #2 in BusinessCloud's PropTech 50 for 2026.
About the Role
Weâre looking for a Customer Support & Retention Representative to help support Housrâs growing base of customers that have subscribed to a utilities management package.
- Youâll help support our customers via email, chat and phone calls, answering their questions and giving them a fantastic experience.
- Youâll be the first point of contact for customer escalations, and work with key stakeholders across the business to solve more complex queries.
- Youâll lead our cancellation and retention efforts, handling customer cancellation requests head-on to find "save" opportunities, and using these insights to actively reduce churn across the business.
- Youâll gain a deep understanding of the energy and bills splitting market, using your expertise to handle cancellation requests, ensuring customers understand the value of staying and their options if they do leave.
- Youâll be supporting customers in different ways depending on the time of year - autumn to spring will be all about helping students find a home for the next academic year. In the summer, youâll help them with getting their utilities up and running, ahead of move-in.
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About You
- You'll have a genuine passion and desire to help people, and ability to handle complex and challenging customer queries.
- You'll have excellent communication skills, written and verbal, and an ability to work well under pressure.
- You're highly organised and can demonstrate your attention to detail.
- Youâre motivated and ambitious. You are capable of learning and adapting in a fast changing startup environment.
- You are skilled at turning a "no" into a "yes." You know how to actively listen to a customerâs reasons for wanting to cancel, unpack their frustrations, and confidently present solutions or alternative options to save the account.
- Prior experience in a busy, multi-channel customer facing or Sales role is a bonus, but not required.
Compensation, Perks & Benefits
- Salary - Market Competitive (Weâre happy to disclose our benchmarked bandings during the interview process)
- Holiday - 25 days off, plus bank holidays each year
- Free Gym Membership - Keep fit, with free use of a local gym in the city centre
- Monthly Team Lunches - At the end of each month, we all grab lunch together as a team, and also have the afternoon off to focus on ourselves
- Company socials - A chance to let our hair down as a team. Past socials have ranged from paintball to ping pong tournaments - weâre quite competitive!
- Central Office Space - Brand New Central Office Space!
- Hybrid Work Policy - Weâre big advocates of in-person collaboration. Weâre in the office four days a week, with Thursday as a team-wide work from home day.
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Interview Process
- First Stage - Exploratory screening call with our Operations Managers (30 mins)
- Second Stage - Weâll set you a take home task, requiring no more than 2hrs of your time. Weâll make it fun, we promise. Weâd then like you to present your task to us F2F:
- Part 1 - A chance for you to walk through your take-home task and for us to ask questions (30 mins)
- Part 2 - Wider ranging questions about your experiences and motivations for working at Housr, approaches to certain scenarios, working style and what youâll bring to this role (30 mins)
- Offer - If we think itâs a good fit, weâll make you an offer!
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