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. <br/>Our self-serve MarketMinder platform eliminates guesswork and equips Airbnb hosts with smart and competitive insights needed to succeed in the ever-evolving short-term rental landscape. <br/>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. <br/>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. <br/>We’re firm believers that data isn’t the destination; it’s the starting point. The launchpad. The bedrock for any future-forward business.<br/>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.<br/>The role:AirDNA is looking for a self-motivated customer support specialist to help grow our business. 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). <h3>Here's what you'll get to do: </h3> <ul> <li>Collect feedback to help improve our products for our customers.</li><li>Qualify and hand over leads to the sales team as quickly as possible.</li><li>Data deliveries - Make sure our enterprise customers receive the correct data on time.</li><li>Onboard MarketMinder clients via live demos or live support and help them in achieving their goals (managing a portfolio of listings, launching first STR, pricing properties, researching new markets, finding new investment opportunities etc).</li><li>Offer kind and personalized support to all clients, both our consumer and enterprise customers through inbound phone calls, emails, and live support chats.</li></ul> <h3>Here's what you'll need to be successful: </h3> <ul> <li>Full proficiency in English both verbal and written (additional languages are a plus).</li><li>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.</li><li>A head for detail - you will be juggling phone calls, chats, emails and being organized is crucial for success.</li><li>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.</li><li>2+ years of work experience.</li><li>Be flexible with working hours. Shifts could be 11am-7pm, 1pm-9pm or 3pm-11pm.  </li></ul> <h3>Here's what you can expect from us:</h3> <ul> <li>Base Salary 26,000 euros</li><li>62 days per year to work from anywhere!</li><li>36 holidays per year</li><li>Health insurance with Sanitas (Vision + Dental included)</li><li>Continuing education stipend</li><li>Cobee card available for public transport, daycare, restaurants and health insurance</li><li>Individual growth plan to progress in the role</li><li>A fun and sunny office with big terraces</li><li>Talented international team and a vibrant work environment</li><li>Bottom-up management: we listen to your ideas and implement them</li><li>Team building events</li><li>Dog friendly office!</li></ul> <h3>Hiring Processs:</h3> <ul> <li>First stage: Interview with the People Team (Online-30min)</li><li>Second stage: Written exercise </li><li>Third stage: Onsite meeting with the Hiring Manager (1hour)</li><br/>Ideal start date: September</ul>The AirDNA Team <br/>We're a tight-knit group who care about empowering the next generation of shared economy entrepreneurs. Life is never boring here. We're risk takers. We care about each other and lend helping hands all day, every day.<br/>At AirDNA, we believe that a diverse team is a key part