Travelnest
Customer Service Advisor
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Customer Success Advisor
Permanent, Edinburgh, Hybrid.
This is a new opportunity for a CSA to join Travelnest: Travelnest helps short-term rental property owners maximise bookings by optimising and distributing their listings across major platforms like Airbnb, Booking.com and Vrbo. The platform simplifies multi-platform management, enhances visibility and increases revenue through data-driven insights and optimisation tools.
In layman's terms, we help short-term property owners market their properties more effectively on booking channels, boosting their revenue (and ours through commission).
Company Culture & Principles
We're a high-performing, mission-driven team. Our principles guide how we work every day:
- Be a Driver. Act like an owner, not a passenger. We move with urgency, take on problems without being asked, and own them end to end.
- Be Rock Solid. Speed means nothing without reliability. We deliver consistently, keep our commitments, and communicate openly when things slip.
- Start with AI. We're an AI-first company. Every task starts with the question "how can AI do this faster or better?", and everyone is expected to adopt new tools quickly and share what they learn.
- Obsess Over Hosts. Our hosts' income depends on us. Everyone, regardless of role, stays close to hosts, listens properly, and turns their feedback into improvements.
- Direct. We practise radical candour: honest, timely, specific feedback delivered with care. We debate openly, go straight to the source, and commit once a decision is made.
- Positive and Optimistic. We bring energy and a can-do attitude, treat challenges as opportunities, and take a genuine interest in the people we work with.
Role Overview
Job Title: Customer Success Advisor
Department: Customer Success
Reporting To: VP, Commercial
Location: Remote, with an office in Edinburgh available for those who want to use it. Edinburgh-based or nearby candidates preferred (see notes for recruiters below).
Employment Type: Full Time
Working Hours: Generally 9:00am to 5:30pm, Monday to Friday. The team shares weekend cover on a rota, which currently works out at roughly one weekend in ten per person. Our customers are hosts, so some flexibility around coverage may be needed as the business grows.
About the role: Our Customer Success team is the commercial engine of the host relationship. This isn't a ticket-queue support job. Advisors own a portfolio of hosts and are responsible for getting them live, getting them booked, and keeping them with us. We're a small, lean team and our commercial priorities shift week to week. One week the focus might be helping hosts price more competitively to win bookings, the next it might be improving bookability or re-engaging hosts at risk of leaving. The right person will find that variety energising rather than unsettling, and will pick up genuine commercial skills quickly as a result.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Key Responsibilities
- Activate new hosts. Get newly joined hosts set up properly and through to their first bookings. Early momentum is the single biggest predictor of long-term success, and it's the advisor's job to create it.
- Retain hosts and revenue. Spot the early signs that a host is disengaging or underperforming and act before they leave. Retention here means both keeping hosts on the platform and keeping their properties booked and earning. A significant part of this is save conversations with hosts who have already decided to leave, which takes a different skill from keeping a happy host happy. It also includes having confident, honest conversations about our commission and the value we deliver for it.
- Optimise property listings. Partner with hosts to improve listing quality and performance, increasing visibility and bookings across channels. Part of the job is teaching hosts to manage small account changes themselves, so they're empowered rather than dependent on us for every tweak.
- Analyse performance and recommend improvements. Monitor listing and booking data, identify underperformance, and give hosts clear, actionable guidance.
- Manage host relationships. Build long-term trust, resolve challenges, and maintain a high level of host satisfaction across your portfolio. When an issue sits with another team, the advisor still owns raising it and following up until it's resolved. There's no "not my job" here.
- Collaborate cross-functionally. Work with the Support, Sales, Marketing and Product teams to escalate feedback and improve the host experience.
Required Qualifications & Experience
Must-have:
- Customer-facing experience. 2+ years in customer success, account management, support or sales within a tech-enabled or service-focused setting.
- Strong communication and relationship-building skills. Able to confidently engage, influence and educate hosts, including on commercially sensitive topics like pricing, retention and commission. Communication matters internally too: we expect candid feedback on processes, sequences and launches, not someone who waits for everything to arrive polished from management.
- Problem-solving mindset. Skilled at identifying pain points, addressing concerns and helping customers succeed.
- Adaptability. We're a lean team and our focus shifts with the needs of the business. The role also involves juggling several hosts and tasks at once, so calm task-switching matters. Someone who needs a fixed routine and a static process manual won't enjoy this role; someone who likes variety and learning new things will thrive.
- Proactivity. The best advisors don't wait for tasks to be created. They stay curious about what's changing across their portfolio, spot opportunities to improve host performance, and act on them, not just to head off problems but to help hosts get the best possible results.
- Ownership. Takes ownership of outcomes for their hosts, not just tasks. Advisors are measured on whether their hosts succeed and stay, not on activity volume.
- AI-first working. We're an AI-first company and this is genuinely non-negotiable. Candidates don't need to be technical, but they do need to be curious, quick to pick up new AI tools, and already using them in their day-to-day work (or visibly keen to). Someone who prefers doing everything manually will not enjoy working here.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Preferred (nice to have):
- Comfort with digital tools. Experience with CRMs, success platforms, or property/channel management systems.
- Commercial or retention experience. Prior experience with renewals, churn prevention or revenue-focused account management is a real advantage.
- Industry knowledge. Familiarity with Airbnb, Booking.com or Vrbo is a plus, though not essential.
Key Competencies & Soft Skills
Competencies: Customer-centric mindset, commercial awareness, proactive problem solving, resilience, adaptability
Core skills: Excellent communication, strong relationship building, team collaboration, ownership and accountability
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills