AirDNA T1 Customer Support Specialist Uplisting

About AirDNA and Uplisting

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).

• Fluent or near-native English proficiency â€“ strong communication skills, both written and spoken. Additional languages a plus.
• Tech-savvy and analytical â€“ able to interpret data, troubleshoot issues, and use various tools effectively.
• Customer-focused mindset â€“ always striving to provide the best experience for customers.
• Strong multitasking skills â€“ comfortable managing live chats, emails, and calls efficiently.
• A solid foundation of experience â€“ at least a couple of years in a customer support or related role.
• Flexibility with working hours â€“ 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).

• Support users with confidence â€“ guide customers through Uplisting by becoming an expert on our product, features, and integrations.
• Provide top-notch assistance â€“ handle live chats, emails, and support calls with professionalism and care.
• Troubleshoot and problem-solve â€“ identify and resolve customer issues efficiently.
• Collaborate across teams â€“ work closely with other departments to improve processes, enhance the customer experience, and reinforce our customer-centric approach.
• Live our core values â€“ embodying being Happy, Hungry and Honest in everything you do.

• Base Salary 23,000 GBP
• 36 holidays per year
• Continuing education stipend
• Individual growth plan to progress in the role
• Language lessons with Preply (French-German-Italian-Spanish)
• Talented international team and a vibrant work environment
• Bottom-up management: we listen to your ideas and implement them

• 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

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.