T1 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 TeamAt 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. 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, 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).

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

• Native or near-native English ability (additional languages a plus).
• 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. With our Uplisting Support being 24/5/365 we have 3 working shifts Monday to Friday: 06:00-14:00 GMT, 11:30-19:30 GMT or 14:00-22:00 GMT and Nights 22:00-06:00 GMT. We also have Weekend shifts 06:00-14:00 GMT.

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 appropriate AE or BDR 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:

• Base Salary 23,000 GBP
• 36 holidays per year
• Continuing education stipend
• 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 + Peers (1hour)



• Ideal start date: April 1st

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 a