Location: Milan, Italy (On-Site)
Start Date: ASAP
Type: Full-time
Languages: Fluent Italian and English. A third language is a strong plus.
Compensation: €26,000 - €40,000 gross annual salary depending on experience.
About Cohabs
At Cohabs, we design and operate beautiful, fully furnished coliving homes where people from all over the world can feel at home, connect, live together, and create meaningful shared experiences.
We combine hospitality, real estate and community to create a new way of living for modern professionals.
About the opportunity
We are now looking for a Customer Experience Lead — Italy to take ownership of the member experience across our Italian platform.
This is a key role in a small, fast-growing team. You will not simply “support” customer experience: you will help build, improve and scale it as Cohabs grows in Italy.
Your mission
You will own the member journey in Italy: from onboarding and move-in, to daily life in the houses, issue resolution, community building, retention and move-out.
This is a hybrid role between hospitality, real estate operations, community building and startup execution.
You will need to be warm, natural and empathetic with members, but also structured, fast and hands-on when solving operational problems.
In short, you will help make Cohabs feel like home in Italy.
What you will own
You will take ownership of the customer experience function for Cohabs in Italy.
Your responsibilities will include:
- Owning the end-to-end member experience in Italy, from move-in to move-out.
- Becoming the main point of contact for members and ensuring they feel listened to, supported and at home.
- Managing move-ins and move-outs with a warm, smooth and professional experience.
- Handling day-to-day member requests with speed, empathy and ownership.
- Coordinating property-related issues with contractors, suppliers and internal teams until problems are fully solved.
- Visiting houses regularly to check quality standards, identify issues early and improve the living experience.
- Supporting sales and occupancy by helping prospects understand the Cohabs experience and choose the right home.
- Organizing community moments, breakfasts, dinners, events and local initiatives that bring members together.
- Collecting member feedback and turning it into concrete improvements.
- Creating and improving processes, templates, checklists and workflows to scale customer experience in Italy.
- Defining what “great member experience” means for Cohabs Italy and making it happen every day.
Who we are looking for
We are looking for someone who is naturally great with people, but also highly execution-oriented and entrepreneurial. You are:
- Warm, empathetic and genuinely interested in people.
- Extremely reliable: when you say something will be done, it gets done.
- Fast, structured and able to manage many priorities at the same time.
- Hands-on and comfortable solving practical problems.
- Calm under pressure and able to handle challenging situations professionally.
- Commercially smart: you understand that great customer experience drives retention, referrals and occupancy.
- Entrepreneurial: you enjoy building things from scratch in a small team.
- Detail-oriented, but not slow.
- Positive, proactive and solution-driven.
- Comfortable working in an international environment.
Requirements
- Fluent Italian and English.
- Previous experience in customer experience, hospitality, real estate, property management, community management, operations, startups, events or sales.
- Strong communication skills, both written and verbal.
- Ability to coordinate different stakeholders: members, contractors, cleaners, suppliers and internal teams.
- Good digital skills and comfort using tools, apps, spreadsheets and internal systems.
- Availability to regularly visit our Milan houses.
- A third language, especially French or Spanish, is a strong plus.
What success looks like
After six months, success means:
- Members know you, trust you and feel taken care of.
- Move-ins and move-outs are smooth, consistent and well organized.
- House issues are tracked, followed up and solved faster.
- Community events happen regularly and create real connection.
- Feedback from members is captured and converted into action.
- The Italian team can rely on you to own the member experience without constant supervision.
- You have improved key processes that make the business more scalable.
Why join Cohabs Italy
This is a rare opportunity to take ownership of a core function at an early stage.
You will join the Italian team while it is still small, entrepreneurial and growing fast. You will have real responsibility from day one, direct exposure to country and global leadership, and the opportunity to shape how Cohabs delivers customer experience in Italy.
You will work across hospitality, real estate, operations, community and sales — with the freedom and responsibility to improve how things are done.
If you want a role where people, ownership, speed and entrepreneurship meet, we would love to meet you.
