CX Operations - Landlord Specialist

Redefining how people live.

At Blueground, we believe that when your base is reliable, the world opens up. That's why we're building the world's leading platform for living.

Every year, 350 million people move between cities—yet today's housing options haven't caught up with the needs of this modern, mobile generation. Blueground was built to change that.

With 40,000+ homes across the globe, available for stays from a few days to a year or more, we're just getting started. We're on an exponential growth path to redefine living and create an entirely new category. Our edge? Powerful proprietary tech, operational excellence, and a team that executes with speed and discipline.

Our culture is grounded in five principles:

• Guests First – Every decision starts with their experience.
• Move Fast – We value speed, momentum, and action.
• Dive In – The magic is always in the details, and we go deep.
• Embrace Change – Change isn't a disruption; it's how we grow.
• Keep It Honest – Transparency accelerates progress—and strengthens relationships.

If you're ready to do the best work of your life and help reshape how the world lives, we'd love to meet you.

We're looking for a highly organized and relationship-driven CX Operations Associate with a strong focus on landlord relationship management. This role plays a pivotal part in ensuring transparent and accurate maintenance cost handling, while fostering trust and satisfaction among our landlord partners. You'll act as the main point of contact for property-related cost communications, driving clarity, fairness, and operational excellence across our landlord network. Alongside cost ownership, the role supports vendor coordination, cross-functional collaboration, and continuous process improvements to enhance the overall experience for landlords, tenants, and vendors alike.

Key Responsibilities (including but not limited to):

Landlord Relationship

• Serve as the dedicated contact for landlords, nurturing professional, transparent, and trust-based relationships.
• Prioritize landlord satisfaction by ensuring proactive, clear, and fair communication regarding property repairs, cost allocations, and service expectations.
• Address recharge concerns with a solution-oriented approach, reinforcing confidence and reliability in every interaction.
• Support landlord retention and engagement through consistent service quality and smooth issue resolution.

Maintenance Cost Management

• Own the end-to-end process of attributing repair and service costs in line with lease agreements, ensuring accuracy and compliance.
• Collaborate with legal and finance teams to align on recharge terms and contractual obligations.
• Negotiate cost-sharing fairly and professionally, backed by documentation and a solid understanding of lease clauses.
• Manage invoice registration by validating service completion, ensuring data accuracy, and addressing inconsistencies before processing.
• Monitor property maintenance spend, flag anomalies, and support cost-efficiency initiatives.

Cross-Functional Support & Vendor Coordination

• Partner with vendors to ensure services are delivered to standard, within budget, and according to lease terms.
• Support performance monitoring and contribute to optimizing our vendor network across markets.
• Stay informed on local legal requirements, lease clauses, and compliance standards to guide operations and recharge practices.
• Collaborate with finance to ensure timely landlord settlements and accurate reporting.