Customer Support Specialist

About AirDNA We built AirDNA to solve a problem: how do you make smart short-term rental decisions when there’s too much guesswork and not enough good data? What started in a garage in California in 2015 is now a global team helping thousands of people — from aspiring hosts to major real estate firms — make confident choices about where to invest, what to charge, and how to grow. Our mission is simple: give people the tools they need to build freedom through short-term rentals. Whether that means buying their first Airbnb or scaling a portfolio, we’re here to help unlock financial independence and growth. We track 10M+ listings in 120,000 markets, and our platform is trusted by users in over 100 countries. It’s big data, made useful. In 2024, AirDNA acquired Uplisting, a powerful property management software that helps hosts and operators manage listings across Airbnb, Vrbo, and other platforms. With features like channel management, automated messaging, dynamic pricing, task coordination, and financial reporting, Uplisting expands our mission to support every stage of the short-term rental journey — from investment to operations. The AirDNA team We’re a curious, driven, and kind group of humans who genuinely love what we do. Our values — Happy, Hungry, Honest — guide how we show up for our customers and for each other. Want to see what that looks like in action? You’ll get a feel once you meet us. We welcome applicants from all backgrounds and encourage you to apply even if you don’t check every box. Passion, potential, and perspective matter here. 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). Here’s what you’ll need to be successful: Native or near-native English ability (French is a big 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. Here’s what you’ll get to do: 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. Here’s what you can expect from us: 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 AXA (Complete - VIP) Language lessons (French-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 Hiring Process: First stage: Interview with the People Team (Online-20min) Second stage: Written exercise Third stage: Onsite chat with Team Members (15min) & meeting with the Hiring Manager + Team Lead (45min) Ideal start date: Q1 2026 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, colour, 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, colour, 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,