Operations & Customer Experience Specialist

Who are we ?

At Urban Campus, we aim at providing our tenants with high-end accomodation, an outstanding community animated by our teams and a smooth digital booking experience.

As for our business model, we work with Institutional Investors to help them transform and build residences with shared areas and services. We manage these residences on their behalf.

Recruitment context

Urban Campus is looking for an

Operations & Customer Experience Specialist

to lead the customer experience function in Spain and support the Asset Manager in the day-to-day operations of our portfolio.

This position reports directly to the Spain Head of Asset Management and plays a key role in ensuring operational excellence and outstanding resident satisfaction.

As Operations & Customer Experience Specialist, you will be responsible for the full resident journey after the Sales team closes a booking — from seamless autonomous move-ins to proactive issue resolution, feedback collection, and smooth move-outs.

You will optimize processes, and coordinate closely with maintenance, cleaning and community teams to guarantee best-in-class service.

This role has a direct impact on resident satisfaction and operational efficiency across the Spanish portfolio.

You will work from our office in Madrid, collaborating with an international and entrepreneurial team that is redefining urban living.

Your missions

Customer Experience & Support Leadership

Be the main point of contact for residents regarding questions, requests, incidents or escalations.

Ensure fast, efficient and empathetic resolution of support tickets.

Supervise and optimise ticket management workflows (Hubspot).

Monitor KPIs such as response time, resolution time and satisfaction rates.

Monitor and analyze resident feedback to anticipate frustrations and improve retention.

Manage complex cases and escalations with professionalism and ownership.

Operations Support

Coordinate autonomous move-ins and move-outs, ensuring flawless execution of processes.

Work closely with the Facility Manager to ensure property standards are met.

Identify and implement process improvements to increase efficiency.

Debt Management & Collections

Monitor residents’ payment status and track outstanding balances.

Manage rent collection follow-ups in coordination with Finance and the Asset Manager.

Send communications to the residents regarding overdue payments in a professional and solution-oriented manner.

Escalate complex or high-risk cases to the Head of Asset Management.

Maintain accurate reporting

Providers Management

Lead the relationship with cleaning service providers, ensuring service quality and alignment with company standards.

Support supplier selection processes, including tendering, negotiation and contracting.

Monitor performance through defined KPIs and regular quality checks.

Review and validate invoices, ensuring accuracy and compliance with agreed terms.

Team & Process Development

Improve documentation and internal processes in Notion or equivalent tools.

Ensure alignment between Sales, Community and Facility Management teams.

Contribute to scaling the support structure as the portfolio grows.

What are we looking for ?

Background and experience

2-3 years of experience in Customer Support, Operations, Hospitality, Real Estate or similar.

Experience with CRM and ticketing tools (Hubspot preferred).

Previous experience managing customer experience in hospitality, coliving, proptech or service-oriented environments is a strong plus.

Skills & Qualifications

Full fluency in Spanish and English (mandatory).

Strong organisational and problem-solving skills.

Data-driven mindset with ability to track and analyse KPIs.

Excellent communication and interpersonal skills.

High level of ownership and autonomy.

Ability to prioritise and manage multiple operational streams.

Ability to follow established processes.

Empathy and strong customer-centric mindset.

Comfortable working in a fast-paced environment.

Why joining Urban Campus ?

Full-time position with a yearly salary range between 25-30K€ depending on your background.

Flexible remote policy, with up to 2 days of home office per week.

Work from our great offices located in Gran Via, Madrid.

International, entrepreneurial team.

Access to community events.

Opportunity to grow with a fast-scaling European company