Job Description

At flatfair, we're on a mission to make renting easier, fairer, and more accessible for everyone. With over 1,700 reviews on Trustpilot, we're doing things differently--and we're just getting started! We're looking for exceptional people to join our team and help us keep delivering outstanding customer experiences.


As a

Customer Support Associate

, you'll be at the heart of providing top-tier service to our tenants, landlords, agents, and partners, ensuring their needs are met quickly and effectively. You'll also be the go-to person for managing complex queries, complaints, and escalations, helping to ensure fair and consistent outcomes.

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What You'll Be Doing

Deliver outstanding customer service

- Provide clear, empathetic, and solution-focused support via email, live chat, and phone, ensuring every interaction is handled professionally and efficiently.

Manage complaints and complex queries

- Handle escalated cases, disputed charges, and sensitive situations with confidence, applying sound judgment to reach fair resolutions.

Work within a framework with clear SLAs

- Ensure processes align with relevant industry standards, legal requirements, and ombudsman guidelines, supporting compliance and best practices.

Be a communication hub

- Work closely with tenants, landlords, and agents, ensuring all parties receive timely updates and clear, well-explained resolutions.

Become an expert in end-of-tenancy procedures

- Navigate disputes, adjudications, and deposit-related concerns, applying a balanced approach that protects all stakeholders.

Spot opportunities for improvement

- Identify recurring issues and work with the wider team to suggest and implement enhancements to our processes, driving better customer outcomes.
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About You

We'll provide all the training and support you need to thrive in this role. We're looking for someone who:

Has experience in complaints resolution or complex case handling

- You've worked in a customer service, case management, or dispute resolution role, ideally within a regulated industry such as financial services, insurance, housing, or utilities.

Can handle difficult conversations with confidence

- You're skilled at managing challenging situations, de-escalating complaints, and ensuring fair, balanced outcomes.

Has excellent written and verbal communication skills

- You can explain complex matters clearly and concisely, ensuring customers feel informed and reassured.

Is highly organised and detail-oriented

- You can manage multiple cases at once, keeping track of key details and following through to resolution.

Thrives in a fast-paced environment

- You're adaptable, resilient, and comfortable working within evolving systems and processes.

Understands regulatory and compliance frameworks

(preferred but not essential) - Experience working with ombudsman-led processes, tenancy disputes, or compliance-driven environments is a plus.
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About Us

At flatfair, we're changing the way people rent. Our innovative deposit-free model helps tenants secure a home without large upfront costs while offering landlords greater protection. In the last seven years, we've helped over 30,000 tenants save 25 million in upfront costs--and we're just getting started.


As we continue to grow, we're looking for passionate individuals who want to make a real impact on the rental experience and be part of an ambitious, fast-moving team.

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Our Benefits

Starting salary up to 26,000

, depending on experience

10% annual bonus

25 days annual leave

, plus an extra day for every year you're part of the team

Stock options

, so you own a piece of the business

1,500 personal development budget

Monthly well-being allowance

Private medical insurance

with Vitality

If you're looking to join a company that values innovation, fairness, and putting people first, flatfair is the place for you.

Ready to make a difference? Apply now!

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Interview Process

Once you've applied, you'll receive an invitation to complete an online assessment, which is a key part of our hiring process. After that, there'll be a phone interview with our Head of HR, followed by a final interview with our Head of Customer Support.