Company Overview:
At Rankbreeze, we’re on a mission to help vacation rental managers grow their businesses through smarter data and better decision-making. Our platform helps property managers optimize their listings, improve Airbnb visibility, and set dynamic prices with confidence - turning curious guests into booked reservations.
We provide tools for A/B testing, market analysis, and revenue optimization that help thousands of hosts uncover growth opportunities and make every listing reach its full potential. From pricing strategy to visibility improvements, Rankbreeze gives property managers the insights they need to move forward with confidence.
We’re a global, remote team of ambitious builders who love solving meaningful challenges and seeing the impact of our work in the real world. Every voice here matters, and every idea contributes to helping hosts and property managers succeed online.
If you’re excited by the idea of working with passionate people and creating tools that help thousands of hosts thrive, you’ll love being part of Rankbreeze.
Role Overview:
We’re looking for a motivated Customer Product Specialist to help our growing team scale our product support.
You'll become the product expert our customers rely on, helping new and existing customers unlock the full value of Rankbreeze and optimize their listings.
You'll be part of the Operations team and work closely with the Development teams to improve workflows, coordinate customer feedback, and help deliver an exceptional customer experience.
If you enjoy helping customers learn software products, coordinating between teams, managing timelines, and constantly improving processes, this role is for you!
This role is ideal for someone who takes ownership, learns quickly, embraces new technology, and thrives in a fast-moving startup where solving problems and improving processes are part of everyday work.
This role is set as a long-term independent contractor position.
Key Responsibilities
Include, but are not limited to:
- Scalable Customer Onboarding & Success: Guide new customers through a seamless onboarding process with our software platform, setting them up for success.
- Ongoing Customer Support: Act as the main point of contact for customers, addressing questions about software and services as the product expert, while maintaining high customer satisfaction.
- Proactive Account Monitoring at Scale: Use data, usage patterns, and available tools, not manual review, to spot accounts that are underutilizing the platform, showing drop-off, or at risk, and flag or act on it before it becomes a complaint or churn.
- Project Coordination: Coordinate bug reports and feature requests between the development teams. Manage timelines and coordinate efforts between teams of writers, editors, and customers to ensure smooth execution of listing optimization services.
- Process Improvement: Identify ways to improve project workflows and service processes, contributing to overall efficiency and customer success.
- Performance Monitoring: Regularly analyze and report on customer performance metrics, ensuring consistent improvements and identifying growth opportunities.
- Smart Support Optimization: Utilize AI to enhance response efficiency without losing the personal touch that drives customer satisfaction.
How We Work:
- We go the extra mile because we want to, not because it's demanded. We know the difference between choosing to push further and not knowing when to stop
- We work 8am-5pm Mountain Time. Most of our customers are in North America, but since some span time zones, we handle the occasional thing that comes up outside that window.
- We give autonomy, and expect it to show up as speed (not sitting on things), raising the bar (not settling for what already exists), and long-term thinking (decisions that hold up, not just quick fixes)
Who We're Looking For:
- 2+ years in a technical support/customer success role at a SaaS startup, ideally figuring stuff out as you went instead of following a script.
- You're not scared of data, dashboards, logs, weird trends, etc. and you pick up new tools fast
- You've built something from scratch because it needed to exist, and you're efficient. If you're doing the same thing a third time, you're already automating it
- You don't move on from an important issue just because it's fixed. You actually want to know why it happened, and you could lose track of time getting there
- You can juggle multiple customer relationships at different stages, some needing hand-holding and some just a monthly nudge, and you make sure feedback actually gets to the people who can act on it
- You're comfortable wearing multiple hats, support, sales, and success all live in this one role
- Great written English, comfortable on video and in webinars, and you can explain technical stuff without sounding like a manual
Bonus Points:
- Familiarity with Airbnb and the vacation rental market.
Who’s Not the Right Fit:
- You measure your day by how much you did instead of what actually moved the needle. Busy and effective aren't the same thing here
- You struggle to say "not now" to a non-urgent customer request. Part of this job is protecting your own time, not just saying yes to everything
- You need everything closed out with a perfect writeup before you can move on. Sometimes "good enough for now" is the right call
- You want a role that's strictly support
What Success Looks Like:
First 90 Days:
- Become a Rankbreeze product expert and trusted customer resource
- Successfully onboard customers and help them maximize platform value
- Solve customer challenges while identifying workflow improvements
- Collaborate with the Product/Development to improve customer experiences
- Use AI and automation to improve efficiency and scalability
- Share customer insights to support product improvements
Benefits of Joining Our Team:
- Growth opportunities
- Remote work environment
- Collaborative and fun team
- Public holidays off
- Vacation accommodation benefits
Why Rankbreeze?
- Be part of a growing Canadian tech company with a global reach.
- Work in a flexible, remote environment.
- Enjoy continuous opportunities for professional growth.
How to Apply:
- Answer all the questions within this job posting. Include the word “banana” as part of your response in a fun & unique way. This helps us understand that you’ve read this section before applying.
- Submit your resume, and a cover letter explaining your interest and suitability for the role that includes a link to your LinkedIn profile and any relevant work samples.
- Submit pre-interview answers here: https://www.videoask.com/fcw4rxyq4
We’d love to hear from you! Join Rankbreeze and help our team unlock their full potential.
Pay: $2,700.00-$3,400.00 per month
Benefits:
- Paid time off
- Work from home
Application question(s):
- How have you measured your own success in a customer-facing role? Give a specific metric or signal you tracked, where you tracked it, and tell us about a time it changed how you approached your work.
- Describe a time a customer was frustrated despite you doing everything right. How did you handle it, what was the outcome, and looking back, is there anything you'd do differently?
- Have you ever booked a vacation rental before? If yes, tell us one thing about your last stay that made you think "that's thoughtful" or "that's annoying".
Work Location: Remote
