T1 Customer Support Specialist - Uplisting - Remote Eligible

T1 Customer Support Specialist - Uplisting

Remote (Africa)

Customer Support / Contractor / Remote

About AirDNA

AirDNA is the global leader in short-term rental data. We help everyone from ambitious Airbnb hosts to the world's biggest travel companies make smarter decisions. Whether it's buying a vacation rental, optimizing nightly rates, or outpacing the competition, we give operators the data they need to thrive. Since launching from a garage in California, we've grown into a powerhouse tracking 10M+ listings across 120,000 markets. Our platform is trusted by users in 100+ countries and in 2024, we supercharged our mission by acquiring Uplisting, a powerful PMS helping hosts and operators manage, automate, and scale their business. Our goal? Empower short-term rental professionals to build freedom, financial independence, and smarter businesses through powerful data and tools. In 2023, 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:

We are looking for a self motivated and passionate Tier 1 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). Due to the schedule for this role (12:00-20:00 GMT), we are giving priority to candidates whose time zones allow strong overlap with GMT business hours. Applicants based in regions with a similar GMT overlap are especially well suited.

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.

Here's what you can expect from us:

• Base Salary 23,000 GBP
• 36 holidays per year
• Professional development budget: €1,000 annual Learning & Development budget to invest in your growth
• 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

Hiring Process:

• 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: October

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.

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