About the role
AirDNA is a leading data insights and analytics company in the short-term rental industry. We provide actionable data and market intelligence that enable property managers, investors, and hospitality professionals to make smarter decisions. Our innovative platform transforms raw data into valuable insights that drive success in the dynamic vacation rental marketplace.
Founded in 2015, we've grown into the premier provider of data and business intelligence for the billion-dollar travel and vacation rental industry, with offices in Denver and Barcelona. We track the daily performance of over 10 million Airbnb and Vrbo properties across 120,000 global markets, and 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.
In 2023 AirDNA acquired Uplisting, an innovative tech company revolutionizing the short-term rental market. We empower property managers and owners with advanced tools that streamline operations, drive direct bookings, and enhance overall performance. After crushing it in the UK, where we started and became one of the best-known platforms, we're now focused on tackling US expansion and bringing our proven solutions to a new market.
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:
Fluent or near-native English proficiency – strong communication skills, both written and spoken. Additional languages a plus.
Tech-savvy and analytical – able to interpret data, troubleshoot issues, and use various tools effectively.
Customer-focused mindset – always striving to provide the best experience for customers.
Strong multitasking skills – comfortable managing live chats, emails, and calls efficiently.
A solid foundation of experience – at least a couple of years in a customer support or related role.
Flexibility with working hours – able to adapt to different shifts as needed. Uplisting support operates 24/5/365, with weekday shifts running Monday to Friday at 06:00-14:00, 12:00-20:00, 15:00-23:00, and 23:00-07:00 (GMT), as well as weekend shifts from 06:00-14:00. The main shift for this position is from 12:00-20:00 (GMT).
Here's what you'll get to do:
Support users with confidence – guide customers through Uplisting by becoming an expert on our product, features, and integrations.
Provide top-notch assistance – handle live chats, emails, and support calls with professionalism and care.
Troubleshoot and problem-solve – identify and resolve customer issues efficiently.
Collaborate across teams – work closely with other departments to improve processes, enhance the customer experience, and reinforce our customer-centric approach.
Live our core values – embodying being Happy, Hungry and Honest in everything you do.
About the company
AirDNA is a leading data insights and analytics company in the short-term rental industry. We provide actionable data and market intelligence that enable property managers, investors, and hospitality professionals to make smarter decisions. Our innovative platform transforms raw data into valuable insights that drive success in the dynamic vacation rental marketplace.
