ABOUT MadeComfy We are a passionate and diverse team with a mission to build the world's most loved short-term rental and hospitality company. Led by our proprietary technology with a professional, customer-centric approach, we enable Real Estate Agencies to manage short and mid-term rentals on scale and property owners to generate higher rental returns. MadeComfy guests, on the other hand, enjoy home comforts such as private, self-contained spaces with a full kitchen, separate living and working areas, fast internet and the convenience of contactless self-check-in, combined with the best parts of a hotel such as high-quality linen, towels and amenities, professional cleaning standards, 24/7 support and an easy online booking process, no matter if they decide to book their MadeComfy direct or via Airbnb, Booking.com or VRBO. COMPANY CULTURE We know that culture cannot exist solely within a single person, it lives within shared values, beliefs & behaviors. Our core values bind us together and amplify our abilities, we see them as timeless guiding principles - Trust, Agility, Empowerment & Wow.Our focus on culture and team spirit has been awarded on a number of occasions. MadeComfy was awarded by the AFR BOSS list as Australia's 4th best place to work in Travel, Retail, Hospitality & Experiences for 2022 and previously Anthill recognised MadeComfy as one of Australia's Coolest Companies! In addition to this, we were recently awarded The Most Inspiring Property Management Company at the Here To Stay ASTRA Awards and one of our team members took home The Rising Star in Short-term Rentals award. OVERVIEW OF THE ROLEWith our vision in mind, you are responsible for managing a portfolio of MadeComfy properties and are tasked to deliver consistent value to each owner. You will take an innovative approach to nurture relationships, ensuring to build and maintain trust whilst focusing on customer experience.KEY AREAS OF RESPONSIBILITY Account Management (working remotely from Melbourne) Providing phone and email support for all property owners, troubleshooting operational issues as they arise.Managing owner expectations throughout the Customer Experience journey.Keeping the MadeComfy systems updated.Monitoring properties throughout the onboarding process.Working with other internal teams to help resolve guest issues relating to your owners properties.Liaising with the finance team to review monthly statements.Ownership of portfolio performance, leveraging regular audits and working with relevant stakeholders to achieve continuous improvement.Providing constructive feedback around processes, taking into consideration VOC (Voice of the customer). KEY TRAITS Minimum of 2 years experience in account management.Demonstrated planning and organisational skills, including the ability to manage competing priorities and meet deadlines.Critical thinker who performs well under pressure.Passion for customer service and operational excellence.Strong problem-solving skills and “Can Do” attitude.Excellent verbal and written communication skills.Ability and drive to learn new systems.Self-motivated team player, looking to help others and go above and beyond.Ability to manage partner expectations in an accurate and constructive way.Open to feedback and passionate self-development.Ability to thrive in an ever-changing landscape. PERKS Mentoring! You'll be joining a talented and friendly team invested in your development.Opportunity for growth - we're growing rapidly and want to take talented and enthusiastic people on our journey as we continue to disrupt the Real Estate & Hospitality space.Learning & Development opportunities.Join a passionate high-performing team.Be part of a company that celebrates diversity.Work remotely.Join an award-winning culture. FULL WORKING RIGHTS IN AUSTRALIA REQUIRED