Member Agent - Zagreb (Remote)

About HomeExchange

HomeExchange is the leading global home exchange community with over 300,000 members across 155 countries. Our innovative platform allows travelers to participate in home exchanges, offering flexible and secure services rooted in trust and hospitality. We believe in combining respect, freedom, kindness with ambition, innovation, and confidence to create memorable travel experiences while valuing the preservation of our planet.

Role Description

We are seeking a passionate and customer-focused individual to join our dynamic Support Team. This is a remote position; however, candidates must reside within a 4-hour radius of Zagreb to attend bi-monthly in-person team meetings.

Key Responsibilities

• Enhance the customer experience and contribute feedback to improve our platform.
• Address member needs by providing assistance to maximize their use of our services.
• Respond to worldwide member inquiries including issues such as cancellations and refunds via email.
• Help members find suitable exchanges to ensure exceptional holidays.
• Participate creatively in unique projects that foster innovation within HomeExchange.

Candidate Requirements

• Fluency in English is mandatory; proficiency in German, French, Italian, Spanish, Portuguese, or Dutch is advantageous.
• Enjoy collaborating within diverse, international teams.
• Strong desire to assist customers and ensure their satisfaction.
• Excellent listening and communication capabilities.
• Adaptability to fast-paced work environments.
• Highly organized, accurate, and dependable.
• Self-motivated with the capacity to work autonomously.
• Keen interest in continuous learning and knowledge sharing.
• Previous experience in customer service roles.
• Knowledge of support or CRM software like Zendesk is beneficial though not mandatory.

Working Conditions and Benefits

• Full-time remote job with flexible hours.
• Complimentary HomeExchange membership.
• Shift schedule rotates and is shared in advance.
• Flexible shift options: morning shift (8am–4pm), afternoon shift (4pm–12am).
• Workweek comprises five days including occasional weekends and holidays.
• Two days off per week, which may not be consecutive.
• Additional pay for shifts after 8pm, weekends, and public holidays.

Commitment to Diversity and Inclusion

HomeExchange strongly opposes discrimination in all forms and promotes a diverse and inclusive workplace where everyone can thrive professionally. We review every application carefully and encourage all qualified applicants to apply.