Customer Experience Lead (Italy)

About the role

Cohabs is looking for a Customer Experience Lead for its Italian platform. Based in Milan, you will own the full member journey—from onboarding and move‑in to daily life, issue resolution, community building, retention and move‑out—ensuring that every resident feels at home.

Key responsibilities

• Manage the end‑to‑end member experience in Italy, from move‑in to move‑out.
• Serve as the primary point of contact for members, providing empathetic and timely support.
• Coordinate property‑management tasks such as repairs, maintenance, cleaning and small emergencies.
• Work with contractors, suppliers and internal teams to resolve issues completely.
• Visit houses regularly to uphold quality standards and identify improvement opportunities.
• Assist sales and occupancy by showcasing the Cohabs experience to prospects.
• Organise community events, breakfasts, dinners and local initiatives.
• Collect member feedback and translate it into concrete process improvements.
• Develop and refine processes, templates, checklists and workflows to scale the function.

Required profile

• Warm, empathetic and genuinely interested in people.
• Highly reliable and execution‑oriented; delivers on commitments.
• Fast, structured and able to juggle multiple priorities.
• Hands‑on attitude; comfortable visiting properties and solving practical issues.
• Calm under pressure and capable of handling urgent situations.

Required skills

• Fluent Italian
• Fluent English

What we offer

• Chance to shape the member experience in a fast‑growing coliving startup.
• Dynamic, multicultural work environment in Milan.
• Competitive full‑time compensation.