Customer Support Specialist

About AirDNA

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 nerds on a mission to empower our customers to smartly grow their businesses. And we're looking for people with a broad range of experiences and perspectives, who are excited by our mission, values, and drive to change the short-term rental market. 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:

As a Customer Support Specialist 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).

• 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 mind for detail - you will be juggling phone calls, chats, emails and being organized is crucial for success.
• A mind 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.
• 2+ years of work experience.
• Be flexible with working hours. Shifts could be 11am-7pm, 1pm-9pm or 3pm-11pm.  

• Collect feedback to help improve our product for our customers.
• Qualify and hand over leads to the sales team as quick as possible.
• Work closely with other departments to streamline processes, enhance customer experiences, and uphold our customer-centric approach.
• Onboard AirDNA 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).
• Offer kind and personalised support to all clients, both our consumer and enterprise customers through inbound phone calls, emails, and live support chats.

• Base Salary 28,000 euros
• Indefinite contract
• Eligible for a 5% annual bonus
• 62 days per year to work from anywhere!
• 36 holidays per year
• Four remote fixed weeks
• Continuing education stipend
• 150 EUR to spend with Cobee card available monthly for public transport, daycare, pension plan, restaurants and health insurance
• Health insurance with Sanitas (Vision + Dental included)
• Language lessons with Preply (French-German-Italian-Spanish)
• Individual growth plan to progress in the role
• A fun and sunny office with big terraces
• Talented international team and a vibrant work environment
• Bottom-up management: we listen to your ideas and implement them
• Team building events
• Dog friendly office!

• First stage: Interview with the People Team (Online-20min)
• Second stage: Written exercise
• Third stage: Onsite meeting with the Hiring Manager (1hour)

• Ideal start date: March/April

The AirDNA Team

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.

At AirDNA, we believe that a diverse team is a key part of building a great company. If you want to work with us, we want to hear from you. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

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 compliance@airdna.co. 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.