Customer Experience Specialist

At Hometime, we bring together a diverse team of experts to make short-term rentals better for everyone — homeowners, hosts, and guests alike. With a centralised infrastructure that supports all of our local teams across Australia, we deliver five-star experiences and are on a mission to build Australia’s largest collection of professionally managed holiday homes.

About The Role

The Customer Experience Specialist (12-month maternity cover) plays a key role in ensuring homeowners have a positive and consistent experience with Hometime throughout their entire customer journey. From onboarding and support to offboarding and feedback, your work helps homeowners feel informed, cared for, and confident that their property is in capable hands. This is a fixed-term contract for 12 months to cover a team member on maternity leave.

Your primary responsibility is to ensure that customers have a great experience at every touchpoint. This means engaging with homeowners to understand their needs, addressing concerns with empathy and clarity, and providing timely, practical solutions when issues arise. You’ll act as the voice of the customer within Hometime, ensuring their experience is always front of mind.

Hometime works with a network of Local Hosts who manage the day-to-day operations of each property. Your role is to support these Local Hosts by equipping them with the right information, tools, and context to deliver excellent on-the-ground service. When things go wrong, you’ll guide the resolution process, work to rebuild trust, and ensure all parties feel heard and supported.

You’ll also collaborate closely with our Growth, Partner Enablement, and Operations teams to improve homeowner satisfaction, reduce churn, and help shape a more seamless and proactive customer journey. This is a role for someone who is calm under pressure, solutions-focused, and passionate about great service.

This is the job for you if you are excited about:

• Short term rental industry
• Interacting with people. You will have the opportunity to interact with a diverse group of people and make a positive impact on their experience
• Improving customer satisfaction. You will be able to help customers solve problems and improve their satisfaction with Hometime's service
• Personal and professional growth in a fantastic collaborative work environment
• Making a difference. Your role will play an important part in shaping the customer's overall impression of Hometime and ensuring their loyalty
• Dynamic and fast-paced work environment. No two days in a customer experience role are the same, and you will have the chance to continuously learn and grow in a dynamic and exciting work environment

What You’Ll Do:

Respond to homeowner and Local Host enquiries with professionalism and care

Provide timely, accurate, and empathetic support across all communication channels. Whether it’s a quick question or a detailed concern, your goal is to ensure every customer feels heard, understood, and supported.

Manage escalations and complaints calmly and constructively

Handle sensitive or complex issues with composure, acting as a steady point of contact when tensions are high. You’ll take ownership of problems, investigate thoroughly, and offer clear resolutions that build trust and maintain strong relationships.

Act as a key point of contact for Local Hosts when homeowner concerns arise

Support our network of Local Hosts by offering guidance, context, and CX insights to help them manage homeowner feedback professionally. Your involvement ensures that concerns are addressed promptly and expectations are aligned.

Build strong relationships with homeowners and Local Hosts

Use personalised communication, thoughtful follow-ups, and consistent service to foster long-term relationships. You’ll play a pivotal role in helping both sides feel confident and well-supported throughout their journey with Hometime.

Work collaboratively with internal teams to resolve issues and deliver great service

Liaise with internal teams to provide seamless support to homeowners and Local Hosts. You’ll help troubleshoot issues, coordinate updates, and ensure everyone is on the same page.

Collect and share detailed customer feedback to drive improvements

Capture meaningful insights from interactions and flag patterns in queries, concerns or praise. Your observations will help us continuously improve our tools, service standards, and partner support strategies.

Stay informed about Hometime products, services and platform updates

Keep up to date with changes across our systems so you can confidently communicate with customers, troubleshoot issues, and guide them through processes with clarity.

Support broader CX projects and initiatives

Contribute to ongoing process improvements, knowledge base content, and customer experience initiatives that help the team scale and evolve. Your input will shape how we deliver service across the business.

Required Experience:

• Prior experience in customer service. You should have a strong understanding of customer needs and expectations, as well as the ability to manage customer relationships effectively
• Proven excellent verbal and written communication skills to effectively communicate with customers, team members, and management
• Candidates must be able to analyse data, identify trends, and develop strategies to improve the customer experience
• Customer experience specialists need to have empathy for customers' concerns and be able to remain patient and calm in challenging situations
• Strong multitasking skills, as often will be required to manage multiple customer inquiries and requests simultaneously
• Previous experience within the Tourism and/or Short term rental industry (desirable)

Tools You’Ll Be Using:

• Hubspot
• Slack
• Hometime PMS
• G suite
• Notion
• Aircall
• Holistics

Benefits:

• Competitive salary in line with your experience
• Fully flexible working arrangement, hybrid role in Gold Coast
• Coffee allowance of $75 per month on your own Airwallex card to enjoy at your local cafe when you work
• Extra day of leave for your birthday to celebrate all things you with your friends and family
• Supportive paid parental leave policy including leave for secondary carers, adoption leave and special maternity leave
• Free time off between Christmas and New Year thanks to Hometime’s Holiday Week
• Quarterly events, both virtual and in person, to come together with your teammates