CX Operations Specialist (Temporary position)

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:

We’re looking for a Customer Experience (CX) Operations Specialist to help drive performance across the customer life cycle, from onboarding to renewal, to support and increase overall revenue retention. In this role, you’ll collaborate closely with the CX and finance teams, ensuring accurate data, aligned reporting, streamlined processes, and optimized tools to empower the CX organization. 

This position is a 6-month temporary contract to cover maternity leave, with the possibility of extension based on business needs. It’s an exciting opportunity to make a significant impact in a dynamic and collaborative environment, working closely with our CX and finance teams to drive performance and efficiency.

• Review and optimize the current customer end-to-end journey and suggest areas of improvements to streamline processes and enhance performance.
• Build and maintain relevant reports and dashboards to track retention KPIs and team performance (both on the CRM and offline).
• Ensure CRM data accurate and aligned with financial reporting.
• Analyse key metrics to provide actionable insights for CX leaders.
• Manage and optimize the CX technology stack (Hubspot, Gong, Ringover), ensuring adoption and provide team training.
• Innovate processes to increase efficiency, automation, and alignment across the CX team.
• Support target setting, commission plans definition and territory planning.
• Collaborate on streamlining the customer journey, identifying improvements to the handoff, renewal, expansion and cross-sell processes.
• Support the Head of RevOps & the Account Management leader in the forecast process to develop predictable revenue and accurate forecasts.

• 2+ years of experience in Sales Operations or CX Operations
• 2+ years of experience with CRM (Hubspot)
• Full proficiency in English both verbal and written (additional languages are a plus)
• A proactive, organized, and self-motivated approach with the ability to meet deadlines
• Good understanding of sales, retention strategies, KPI's and CX processes
• Strong analytical and project management skills with attention to detail
• Project management skills
• Excel advance knowledge

• Competitive Salary
• Flexible on working from anywhere!
• Twelve holidays (6 months contract)
• Language lessons with Yolk Academy (French-German-Italian-Spanish)
• Individual growth plan to progress in the role
• Standard working hours from 11 am to 7 pm
• 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 at AirDNA (Online-30min)
• Second stage: Meet the CX Operations Specialist (Online-30min)
• Third stage: Exercise Task
• Final stage: Meet our Head of RevOps + Exercise walk through (Onsite-1.5hours)

• Ideal start date: March 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 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 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.