Product Support Specialist - Adapt (LATAM & Caribbean)

3 hours, 44 minutes ago
Contract
Junior
Data Science and Analytics
AirDNA

AirDNA

AirDNA specializes in providing comprehensive data analytics for short-term rental markets, focusing on performance metrics for over 10 million Airbnb and Vrbo listings, including occupancy rates, pricing strategies, and investment opportunities.

IT Services
51-250
Founded 2014

Description

  • Own technical escalations from investigation through resolution, involving Engineering only when necessary.
  • Diagnose pricing and synchronization issues by reproducing problems and isolating root causes.
  • Use SQL, logs, analytics reports, and existing code to verify what occurred.
  • Explain Adapt’s pricing decisions clearly to nontechnical hosts through written guidance, recordings, or calls.
  • Create help-center articles, in-app guidance, and AI-agent content from recurring issues.
  • Share escalation trends with Product and follow related fixes through release.
  • Identify at-risk accounts and coordinate with Revenue Management to support retention.
  • Develop SOPs, macros, and escalation paths for the new support pod.

Requirements

  • 2+ years of experience in technical support, SaaS product support, or another analytical customer-facing role.
  • Proficiency writing SQL queries against live databases.
  • Working knowledge of Python for reading code and analyzing datasets.
  • Hands-on experience with APIs and log analysis.
  • Strong quantitative reasoning and structured, hypothesis-driven problem-solving skills.
  • Ability to explain technical issues clearly and warmly to nontechnical customers.
  • Excellent written and verbal English communication skills.
  • Ability to remain composed with frustrated customers, take ownership, and follow through independently.
  • Availability for working-hour overlap with US Eastern and European business time zones.
  • Preferred: familiarity with webhooks, Intercom or Zendesk, short-term-rental pricing or property-management tools, hospitality or revenue management, or AI automation.

Benefits

  • Competitive salary and eligibility for an annual bonus.
  • Flexible time off when needed.
  • Continuing education stipend and individual growth plan.
  • Fully remote work from anywhere in Latin America or the Caribbean.
  • Language lessons through Yolk Academy.
  • Opportunity for ownership in a newly established support pod and collaboration with an international team.

Interested in this position?

Apply directly on the company website

Apply Now

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