About LifeX

Founded in Copenhagen in 2017, LifeX is a rapidly growing co-living company whose vision is to make anyone feel at home, anywhere in the world. In almost 5 years, we have grown to operate over 900 rooms across 400+ shared and private apartments in Copenhagen, Oslo, Berlin, Munich, Hamburg, and Aarhus.

At LifeX, we are driven by our purpose and desire to shape the future of living. We believe in giving people more time for great experiences through flexible, designed and community-centric family-style living. With a world in constant movement, shaped by increased global mobility, we find inspiration in today’s modern challenges and offer a home and a place of belonging for a more tolerant and sustainable world. 

As the Customer Support Lead you'll be reporting to the head of operations and responsible for our support team- ensuring our members receive timely, empathetic, and effective help. You'll build and scale support systems, mentor team members, and collaborate cross-functionally to improve our service offering. Your mission is to make every member feel at home and feel heard—even when they’re reaching out with a problem.

What You’ll Do

• Manage, mentor, and support two customer support specialists, providing regular feedback and performance reviews

• Handle tier 3 escalated customer cases including legal issues and complex disputes with discretion and empathy

• Step into answering support tickets when team is on vacation, ability to be hands-on

• Own AI agent rollout, ensuring its knowledge base is consistently updated and refined based on feedback and new policies.

• Monitor KPIs (CSAT, response times, resolution rates) and ensure SLAs are consistently met

• Own and optimize our support workflows across email, chat, and other channels

• Build help center content, macros, and internal documentation to streamline support

• Collaborate with Finance, Legal, Operations, and Marketing teams to design member facing processes, provide feedback and improve the member experience

• Develop and implement processes to encourage member-generated feedback, leveraging key review platforms to strengthen brand credibility and visibility.

• Report insights to operational leadership and influence company-wide member experience

  
  

Who You Are

• Remote or Hybrid friendly in EU timezone, able to manage and collaborate with remote teams

• 3+ years in a customer support, at least 1 year in a lead/supervisory capacity

• Exceptional English communication, conflict resolution, and coaching skills

• Proficiency with support tools like Intercom, Zendesk, or similar

• Comfortable using data to track performance and drive improvements

• Empathetic and calm under pressure—you lead by example and inspire your team to do the same

• Passionate about community living, urban lifestyle, and helping people feel at home

• Plus: Experience in property management and real estate operations 

• Plus: Experience with AI automation

Recruitment Process

1. Send your CV and application expressing your interest and drive

2. A short call to ensure our expectations are aligned

3. First interview with manager

4. Second interview with team + whiteboard exercise

5. Third interview around culture fit

6. If we are the right fit and our expectations are aligned, then we will make you an offer.

7. Ideal start date: ASAP