Remote Customer Support Specialist

AirDNA began with a big dream in a balmy California garage in 2015. Since then, the technology startup has grown into the leading provider of data and business intelligence for the billion-dollar travel and vacation rental industry—with offices in Denver and Barcelona.

Our self-serve AirDNA platform eliminates guesswork and equips Airbnb hosts with smart and competitive insights needed to succeed in the ever-evolving short-term rental landscape.

We also arm enterprise clients with customized reports and in-depth dashboards to ensure they can scale and invest strategically. These customers include hundreds of top financial institutions, real estate companies, vacation rental managers, and destination marketing organizations around the world.

We track the daily performance of over 10 million Airbnb and Vrbo properties across 120,000 global markets. We also collect data from over a million partner properties. This marriage of scraped and source data, enhanced by our proprietary algorithms, makes our solutions the most accurate and comprehensive in the world.

We’re firm believers that data isn’t the destination; it’s the starting point. The launchpad. The bedrock for any future-forward business.

The AirDNA Team

At AirDNA, we’re a team of data enthusiasts on a mission to empower our customers to smartly grow their businesses. And we’re on the hunt for a team lead who can take an agile approach to help us build sophisticated and scalable acquisition strategies. In short: Life is never boring here. And we genuinely live and breathe our company values: Happy, Hungry and Honest. People who are ready to exemplify these values are especially encouraged to apply. While location is important, we invite you to apply even if you are unsure about whether you meet every single requirement in this posting. We carefully consider every application, not just those that check off all the boxes.

The Role:

We are looking for a self motivated and passionate Customer Support Specialist for the Uplisting team. You will be helping to juggle our 1000s of customers located across the world, keeping them as happy as they can possibly be and empowering them to succeed. Follow customer lifecycle processes and policies to support customer success and business growth throughout the customer journey (pre and post initial sale). With our Uplisting Support being 24/7/365, this role operates in the UTC+8:00 (GMT+8) time zone, covering countries like Philippines, Australia, Malaysia, Singapore and all Asia-Pacific (APAC) time zones.

Here’s what you’ll need to be successful:

• Native or near-native English ability (additional languages a plus).
• Ability to operate in the UTC+8:00 (GMT+8) time zone.
• A problem-solver - clients have a million different thoughts and concerns, and bending them into what we offer and how we can help can require real thought.
• A head for detail - you will be juggling phone calls, chats, emails and being organized is crucial for success.
• A head for numbers - we sell data and whilst you won’t be expected to perform differential calculus, some of the questions you will be dealing with will be how to interpret our numbers and explain them.
• A couple of years of work experience are a plus.
• Be flexible with working hours. This role will be required to work Monday to Friday: 22:00-06:00 GMT and be flexible with our weekend shifts.

Here’s what you’ll get to do:

• Assist users to navigate through Uplisting by being Knowledgeable about the product, features, Channels, and STR space.
• Excellent cross-functional collaboration to deliver outstanding customer outcomes.
• Follow customer lifecycle processes and policies to support customer success and business growth throughout the customer journey.
• Qualify and hand over leads to the AE team in a timely manner.
• Offer kind and personalised support to all customers through inbound phone calls, emails, and live support chats.
• Collect feedback for our product and marketing teams.
• Be Happy, Hungry, and Honest, and as a Customer Support Specialist, Customer Focused.

Here’s what you can expect from us:

• Competitive salary
• Company performance bonus
• 36 holidays per year (prorated on start date)
• Annual continuing education stipend $1,000
• Language lessons with Yolk Academy
• Individual growth plan to progress in the role
• Talented international team and a vibrant work environment
• Bottom-up management: we listen to your ideas and implement them

Hiring Processs:

• First stage: Online interview with the People Team (Online-30min)

• Second stage: Written exercise

• Third stage: Online interview with the Hiring Manager + Team Lead (1hour)

• Ideal start date: November

The AirDNA Team

We’re a tight-knit group of engineers, scientists, and creatives that is driven to empower the next generation of shared economy entrepreneurs. In short: Life is never boring here. And we genuinely live and breathe our company values: Be Curious, Be Customer-Obsessed, Take Action, Act with Ownership, and Enjoy the Ride. People who are ready to exemplify these values are especially encouraged to apply.

AirDNA seeks to attract the best-qualified candidates who support the mission, vision and values of the company and those who respect and promote excellence through diversity. We are committed to providing equal employment opportunities (EEO) to all employees and applicants without regard to race, color, creed, religion, sex, age, national origin, citizenship, sexual orientation, gender identity and expression, physical or mental disability, marital, familial or parental status, genetic information, military status, veteran status or any other legally protected classification. The company complies with all applicable state and local laws governing nondiscrimination in employment and prohibits unlawful harassment based on any of the aforementioned protected classes at every location in which the company operates. This applies to all terms, conditions and privileges of employment including but not limited to: hiring, assessments, probation, placement, benefits, promotion, demotion, termination, layoff, recall, transfer, leave of absence, compensation, training and development, social and recreational programs, education assistance and retirement.

We are committed to making our application process and workplace accessible for individuals with disabilities. Upon request, AirDNA will reasonably accommodate applicants so they can participate in the application process unless doing so would create an undue hardship to AirDNA or a threat to these individuals, others in the workplace or the company as a whole. To request accommodation, please email [email protected]. Please allow for 24 hours to process your request.

By applying for the above position, you will confirm that you have reviewed and agreed to our Data Privacy Notice for Applicants.