Beyond is the global leader in revenue management, helping hosts and property managers unlock new ways to generate the most revenue with their vacation rentals. Since pioneering dynamic pricing for the vacation rental market a decade ago, Beyond has supported millions of listings globally and helped customers increase their annual revenue by an average of 40%. Our unparalleled access to, and analysis of, real-time data for the vacation rental industry powers our ability to drive revenue, maximize profitability and save time for hosts and property managers around the world.

It's with that in mind that Beyond is looking to add a Customer Support Specialist to join our growing Support Team. We pride ourselves on providing an outstanding customer experience and as the world and travel landscape shift around us, so too do the needs of our customers. This role plays a key component in ensuring that our customers not only survive but thrive in this environment.

Before reading further...

Beyond is passionate about diversity and cultivating our team’s potential. If you’re hungry for a good opportunity, but don't meet every point in this job description, please apply anyway!

As our Customer Support Specialist, you'll be responsible for: 

  • Providing thoughtful, empathetic, and personalized email and chat communication to Beyond users
  • Acting as the first point of contact for all technical support questions for our largest customers
  • Responding to technical inquiries efficiently and concisely, while following the appropriate escalation process to ensure customers' needs are met in a timely manner
  • Documenting learnings to assist troubleshooting efforts of other team members
  • Troubleshooting integration-related questions and inquiries
  • Managing the requests/questions of our clients in a timely manner adhering to SLA policies
  • Proactively create expert customer content (e.g. support center articles, videos, webinars) to guide our customers
  • Further developing customer support processes as our customer base continues to grow
  • Providing live support over Zoom 
  • Assisting our team translate Beyond content into French
  • Owning performance to goal on customer satisfaction metrics (CSAT, SLA) and suggest ways to drive improvements in our metrics

So what kind of person are we looking for in this role? The person who will be successful in this role will:

  • Strive to reinforce our expertise, professionalism, and thoughtfulness in each interaction with customers and partners
  • Have a natural curiosity and desire to find the root cause of a problem 
  • Like working with numbers and can use your strong interpersonal skills to communicate clearly and effectively with clients
  • Be comfortable fielding inquiries from enterprise-level customers and handling integration-related question
  • Be interested in personal and professional growth. The role will provide cross-functional business exposure and experience with the day-to-day operations of startup life, with the potential to grow in multiple areas of the company including Customer Success, Integration Support, Product, etc

Now that we’ve told you what the job looks like, here are the qualifications we're looking for in a candidate:

  • 1+ years of experience working in Customer Support or Service 
  • Fluent in French and English
  • A passion for outstanding customer support and the role it plays in making the larger team successful
  • Strong communication skill and experience communicating difficult, technical concepts with customers in a professional and thoughtful way
  • An empathetic approach with the ability to understand customer pain points and genuine desire to help our customers resolve issues
  • A drive to identify creative ways to improve the customer experience and don’t hesitate to suggest new, out-of-the-box ideas
  • The desire to dive into issues and understand what is going on beneath the surface. You know when something is over your head and are not afraid to ask for help
  • Experience balancing multiple tasks and customer needs simultaneously. Ability to prioritize your workday independently
  • Ability to handle working in a fast-paced work environment
  • Experience working with software or the ability to learn a wide variety of tools

So what can you expect after you apply? Your application will be personally reviewed by a member of the Beyond hiring team and if there is a match in your experience and the role, you will:

  • Have a video conversation with someone on our Recruiting team. This is a high-level conversation about your experience and interest, but also an opportunity for you to learn more about us
  • Meet with our Manager of Support for a deeper dive video conversation 
  • Complete  short assignment relevant to the role and meet with a few additional members of the Customer Experience team
  • Meet with our Co-Founder & CTO

Company Values:

We are serious about our core values: We Care, We Are On the Same Team, We Inspire Trust, We Go Beyond, We Ship It, We're Curious. If those resonate with you, and you're ready to work with a team that lives and breathes those values, we want to hear from you. 


Benefits:

Beyond offers a wide variety of benefits like: stock options, unlimited PTO, private health insurance and more! You can learn more about our benefits by visiting our careers site!

We Care about Diversity, Equity and Inclusion:

Beyond is committed to building a workplace that attracts humans of all genders, ethnicities, backgrounds, statuses and lifestyles. At our core, we care about our people and encourage every employee, partner and applicant to share their whole self with us. We are respectful of and empathetic towards different viewpoints, and believe that our ability to help short term rental managers succeed relies on us building a dynamic and diverse team. Whoever you are, you can Belong @ Beyond.

 

Please review our GDPR Statement here. 

Apply for this Job

* Required
resume chosen  
Dropbox Google Drive
(File types: pdf, doc, docx, txt, rtf)
Cancel
cover_letter chosen  
Dropbox Google Drive
(File types: pdf, doc, docx, txt, rtf)
Cancel

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Join Our Team’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Our system has flagged this application as potentially being associated with bot traffic. Please turn off any VPNs, clear your browser cache and cookies, or try submitting your application in a different browser. If this issue persists, please reach out to our support team via our help center.
Please complete the reCAPTCHA above.