Customer Success Coordinator (Housing Association), EMEA

Who we are
We are a female-founded scale-up, currently made up of 100+ AltoVitians. Our fully-remote team hails from 14 different countries and collectively speaks 18 languages. Most of the time, it is our differences that are celebrated (whether they are in cultures, personalities, preferences or passions). However, despite those differences, there are a few principal attributes that we share which define an AltoVitian. AltoVitians are tenacious, humble, and thoughtful. Being humble is important because it enables us to keep learning every day, and tenacity is necessary because in a high performing environment as fast-paced as AltoVita, taking it slow is simply not an option!

Today is a particularly exciting time to join our team as we closed the Series A in 2022. This chapter won’t always be a smooth ride, but it will be filled with innovation, excitement and opportunities, so if you are ready for the challenge (and the fun!) of growing with us, we would love to hear from you.

What we do

AltoVita provides flexible living to employees anywhere in the world.

Most corporations, NGOs and government agencies do not typically endorse the use of (other) property platforms by their employees, because they do not deem them sufficiently compliant and safe for staff in their care. Therefore, companies have to resort to a highly fragmented property distribution system and as a result employees experience a slower, less transparent and more expensive journey to finding temporary accommodation for professional travel.

This is where we come in. Our founders experienced the frustrations of temporary corporate accommodation firsthand and decided that safety and employee experience shouldn’t be a sacrifice. Today, the AltoVita platform boasts over 7 million properties in 36,000+ locations and 165 countries, with a key difference: every property is vetted and Duty of Care compliant, and our customer service team is on hand 24/7 to assist should any issue arise. This is why more and more organisations want us to take care of their employees’ stays away from home, and why employees all over the world will know who we are by 2025.

Role Description

We are seeking a highly skilled and dedicated Customer Success Coordinator with proven experience managing high-volume housing association requests. The ideal candidate thrives in fast-paced, dynamic environments and excels at providing timely, effective solutions to complex client needs.

• Manage incoming accommodation requests and present Housing Associations and their clients with personalized housing options through AltoVita's proprietary enterprise software

• Reply to client’s enquiries related to housing options and offer thoughtful recommendations in a timely manner. Time is of the essence as Housing Associations frequently deal with emergencies and complex situations, requiring immediate assistance

• Manage incoming guest arrivals & coordinate check-in instructions, in house assistance and assist with transportation where necessary

• Liaising with suppliers and housing associations for any escalations

• Build a good relationship with the Housing Association employees, along with other key clients

• Support reporting on conversion figures and identify opportunities for improvement

• To maintain the positive engagement with hospitality partners (serviced apartments & hotels) and participate in supplier meetings, or trainings to reflect Housing Associations requirements when necessary

• To participate in property inspections to gain an in-depth understanding of properties quality, when required.

• Identify market gaps and collaborate with the Hospitality Growth team to ensure our offering is complete and competitive.

• Get acquainted with AltoVita's proprietary technology and contribute to product development for hospitality operators across the region.

• Proactively contribute to the community, building of hospitality operators & supply technology software (quarterly training sessions, content creation, events & conferences, in-person visits)

• Assist in the optimisation process of AltoVita's Customer Success technology

Requirements

• Working Hours: 5 days per week. Weekend cover on a rota basis. At least 1 day will be over a weekend.

• 2+ years of experience in corporate housing, global mobility or relocation

• 1+ year working on housing association requests ( not mandatory )

• Comfortable working in a fast-paced and entrepreneurial environment

• Ability to work well under pressure and handle high-stress situations with calm and professionalism

• Strong problem-solving skills and ability to think on your feet

• Self-motivated, proactive and results-driven

Ways of Working

AltoVita is a fully remote team. Although we have regular touch-points throughout the week, organise off-sites in several locations, trust is essential for us to work effectively as a team. Our founders empower us to make decisions autonomously, and in turn expect that we also empower our direct reports.

Join our Team

AltoVita is the sum of every member of the team. We know that a strong team is a diverse team, and are therefore committed to being an equal opportunity employer, so please bring all of yourself to the interviews and most importantly to our team.

Becoming an AltoVitian means you will benefit from:

• A team that will always put you first

• Incredible opportunities for growth and career advancement

• A fully-remote working environment

• Dedicated Client Portfolio

• Wellness benefits and a wellness budget, which can be spent on a range of options including gym memberships, home meal delivery services, mindfulness applications, and many more

• A work-from-home allowance to get your home-office set up

• A generous vacation package so you can recharge or explore