Technical Support Specialist - Remote

Overview

We’re looking for a Technical Support Specialist to be the main point of contact across all of our products for our customers and partners. You’ll assist with key exchanges, account support, and technical queries, delivering prompt and professional assistance across phone, email, and chat.

In Short

• Act as the first point of contact for guests, hosts, and partners across multiple channels (phone, email, live chat)
• Handle GuestCare incidents, including access issues, property concerns, and service disruptions
• Make outbound calls to gather information, provide updates, and drive resolutions
• Guide customers step-by-step through account, booking, access, and payment-related questions
• Assess urgency, prioritise cases, and escalate appropriately when operational or technical support is required
• Coordinate with operations, maintenance, and external stakeholders to resolve complex or after-hours issues
• Provide clear, calm, and empathetic communication during high-pressure situations
• Accurately document interactions, actions taken, and outcomes in internal systems
• Follow defined protocols while using sound judgment when situations fall outside standard processes
• Contribute feedback to help improve workflows, documentation, and the overall guest experience

Requirements

• Experience in customer service, especially with Airbnb or rental platforms
• Strong verbal and written communication skills
• Comfort communicating with customers by phone, email, and chat
• Fluency in English
• Additional European language (e.g., French, Spanish, German, Italian, Portuguese)
• Ability to thrive in a fast-moving, dynamic work environment
• Empathy and a customer-first attitude
• Flexibility to work different shifts as needed

Benefits

• The chance to shape the customer experience at a growing, well-funded startup
• Collaboration with an international, ambitious, and supportive team
• Offices in London, Paris, New York, and Barcelona
• Competitive salary