Customer Experience Associate

About the role

As a Customer Experience Associate, you will handle complex guest and host inquiries that require empathy, judgment, and creative problem-solving. You will work within a two-sided marketplace to resolve booking issues, mediate misunderstandings, and improve product processes by flagging recurring friction. This role involves collaborating with AI tools to deliver high-quality, accurate support across multiple communication channels.

Responsibilities

• Work a queue of guest and host conversations across chat, email, phone, and SMS.
• Resolve booking issues, mediate misunderstandings, and process cancellations and adjustments.
• Use AI assist tools to draft and edit responses for accuracy and tone.
• Identify and flag recurring issues, confusing policies, and product friction to leadership.
• Hit response-time and quality targets while maintaining complete case notes.
• Participate in team standups and contribute to company culture.

Required skills

• Customer service
• Conflict resolution
• Written communication
• AI tools
• Problem solving

Nice to have

• Third party marketplace experience
• Intercom

Qualifications

• 1–2 years experience in customer service, hospitality, support, or something adjacent

Benefits

• Medical, dental and vision insurance
• Annual professional development allowance
• Discount on Peerspace bookings
• Home office setup stipend
• Monthly cell phone and internet credit
• Annual company offsite
• Wellness Days

About the Company

Peerspace is the leading online marketplace for venue rentals for meetings, productions, and events, offering access to unique spaces like lofts, mansions, and studios. The company is a remote-first organization backed by investors including GV and Foundation Capital, and is certified as a Great Place to Work.