Customer Care & Operations Support Agent - Permanent contract (f/m/x)

At Joivy Espana, we are looking to hire a Customer Care & Operations Support Agent to support our Customer Care and Operations team, helping to deliver an outstanding experience for our tenants in our Coliving and Short-Term Tourist Stay units. 

This is a dynamic and multifunctional role in which you will be one of the main points of contact for our residents, managing their requests and ensuring their stay is as smooth and enjoyable as possible. 

You will work in close coordination with various internal departments and external vendors, contributing to incident management and supporting the day-to-day operations of our properties. 

This position requires one week per month of on-call duty outside standard working hours for emergency situations. 

The role will have a fixed workplace at one of our properties, with the possibility of occasional assignments at other locations to support operational needs. 

Main Responsibilities 

Customer Service 

• Handle tenant requests and incidents through our CRM (Zendesk), coordinating resolution with internal teams and external vendors. 

• Ensure clear and timely communication with residents via CRM, phone, email, and group channels. 

• Support check-in and check-out processes related to reservations. 

• Carry out regular property visits to monitor facility conditions and collect tenant feedback. 

• Manage users and incidents on the electronic access platform. 

• Support reservation management and customer service activities for the short-term rental business. 

• Monitor and respond to reviews on booking platforms, contributing to the improvement of service quality and satisfaction metrics (NPS). 

Operations 

• Support the planning and supervision of cleaning services included in rental contracts, using internal tools. 

• Address and follow up on operational issues related to cleaning services. 

• Assist the Facility Coordinator in planning and tracking maintenance activities, ensuring proper communication to tenants. 

• Previous experience in Customer Care, Hospitality, Property Management, or a similar customer-facing role. 

• Strong customer orientation, with a proactive and problem-solving mindset. 

• Excellent communication and interpersonal skills, with the ability to manage different types of stakeholders (tenants, teams, vendors). 

• Well-organized, detail-oriented, and able to manage multiple tasks in a dynamic environment. 

• Comfortable handling operational and administrative activities simultaneously. 

• Experience using CRM tools (e.g. Zendesk) is a plus. 

• Good level of digital skills (MS Office, internal tools, booking platforms). 

• Fluency in Spanish and English (both written and spoken); additional languages are a plus. 

• Flexibility to work on rotating shifts, including after-hours emergency coverage. 

• Availability to work on-site and occasionally move between different properties if needed. 

Disclaimer: In Joivy we celebrate Diversity, Inclusion, Equity and Belonging. Therefore, the entire selection process will be conducted in compliance with these criteria.  
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