Customer Experience Associate, Peerspace
$25.00 per hour
Marketplace for hourly venue rentals
Be an early applicant
Marketplace for hourly venue rentals
101-200 employees
Be an early applicant
$25.00 per hour
101-200 employees
Company mission
To open the doors to rentable spaces in cities around the world, from photo studios and meeting rooms, to backyards and bars.
Role
Who you are
- You lead with empathy and keep the customer's interest front and center, even when the answer is no
- You write clearly and warmly, and you care about grammar and tone
- You can carry a case all the way to resolution without being chased, and you know the difference between a call you should make yourself and one you should escalate
- You're comfortable with technology and genuinely curious about working alongside AI tools
- You are confident enough to use them well, but skeptical enough to check their work
- New tools and policy changes don't rattle you
- You can read your own queue and quality metrics and do something useful with what they tell you
- 1–2 years experience in customer service, hospitality, support, or something adjacent
- Strong writing skills with real attention to detail
- A sense of humor and genuine enthusiasm for helping people
- Bonus points if you have third party marketplace experience
- Additional bonus points for any experience with Intercom
What the job involves
- Most routine questions get answered before they ever reach a person. What's left are the conversations that actually need one: a host and a guest who remember the same booking differently, a photographer whose shoot starts in three hours and the space just fell through, a situation where we don’t have a policy in place to resolve
- That's the work. As a Customer Experience Associate, you'll handle the cases that require judgment, empathy, and a bit of creative problem solving; and in the process you'll learn how a two-sided marketplace actually works, from the inside out
- Work a queue of guest and host conversations across chat, email, phone, and SMS, focused on the cases that were routed to a person for a reason
- Resolve booking issues, mediate misunderstandings between hosts and guests, and process cancellations and adjustments accurately
- Use our AI assist tools and knowledge base to draft and check responses; then edit for accuracy and tone. You're the one who decides what actually gets sent
- Look for chances to surprise and delight someone, and take them
- Flag recurring issues, confusing policies, and product friction to Specialists and leadership so they get fixed rather than re-answered
- Hit response-time and quality targets while keeping careful, complete case notes
- Show up for your team: standups, Slack etc… be a part of the culture that makes this a stellar place to work
- Schedule - 4 week rotation:
- Weeks 1-3: Monday - Friday; 8 hours/day (hours flexible depending on time zone)
- Week 4: Monday & Tuesday; 8 hours/day (hours flexible depending on time zone); Wednesday & Thursday - OFF; Friday - Sunday; 8 hours/day (hours flexible depending on time zone)
- This role includes a rotating weekend shift. You'll work one weekend day (Saturday or Sunday) approximately once a month as part of a team rotation, with a corresponding weekday off to keep your schedule balanced
Our take
The growth rate of event and party space rentals is growing exponentially along with the everlasting need for exciting locations for film & TV productions. Peerspace is a marketplace for users to explore venues for both meeting and production needs. Likened to the Airbnb for hourly renting venues, the company has over 45,000 spaces bring their visions to life around the globe.
Growing rapidly from the get go, Peerspace made its mission to find interesting spaces to market via it's site to encourage traffic from a certain demographic of creatives. The company’s 2023 rebrand has aligned the aesthetic of the company with its users. Fashion shoots, music videos and film shoots among other events like birthday parties are some of the exciting happenings inside the venues that Peerspace host on its site.
The company now stands as a leader in its market offering subscriptions like PeerspacePro which connects its agency partners to provide production crews with exclusive rentals and scouting support. The company’s customer base, including Disney, Netflix and Vogue as just a few of the household names to use the service. Now the company's tackling Houston as its next destination, so it will be exciting to see how this takes off and what's next for Peerspace.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Jul 2018
$16m
SERIES B
May 2017
$11m
SERIES A
Total funding: $45m
Company HQ
Financial District, San Francisco, CA
Leadership
Kevin Yuann
(CEO)Joined Peerspace in 2024 as CEO. Previously they held the position of Chief Business officer at NerdWallet and Senior Director of Strategic Initiatives at Visa.
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