Remote Community Support Advocate – Host SaaS

Hammerjack Pty Ltd; Taguig; Remote; PHP 519,000 - 692,000; Full time

Benefits offered by this job

Paid time-off

13th month pay

HMO benefits

Deel payments

Job summary

Hammerjack Pty Ltd in the Philippines is seeking a Community Support Advocate to strengthen relationships with hosts by delivering responsive, human-centered support across public channels. You will help hosts with questions, guide them to self-service resources, and feed insights back to product and support teams.

The role covers community management, social media engagement, reputation monitoring, and cross-functional collaboration with product, engineering and marketing.

Qualifications

• Minimum 2 years experience in online community management.
• Minimum 6 months of experience in technical support or omni‑channel support.
• Native-level English proficiency (C2).
• Ability to adjust tone based on customer context.
• Strong problem-solving and attention to detail.

Responsibilities

• Provide technical and customer support through Hospitable's online community platform.
• Respond to customer questions in a timely, accurate, and friendly manner.
• Troubleshoot product and service issues using internal resources and AI tools before escalating.
• Guide customers toward relevant Help Center articles and self-service resources.
• Keep community discussions organized by tagging and categorizing topics.
• Encourage constructive participation and peer-to-peer support.
• Identify knowledgeable community members and promote community-led assistance.
• Collaborate with the Community Manager to maintain a positive environment.
• Monitor and respond to customer conversations across public channels.
• Determine when issues should remain public or move to private channels.
• Maintain a friendly, human brand voice across all public interactions.
• Monitor reviews and respond professionally when needed.
• Escalate complex questions to internal teams and follow through on escalated cases.
• Collaborate with Product, Engineering, Support, and Marketing on improvements.
• Collect recurring feedback and communicate insights to internal teams.

Skills

Community management

Technical support

English proficiency

Communication skills

Problem solving

Cultural fit

SaaS experience

International clients

Job description

Hammerjack Pty Ltd in the Philippines is seeking a Community Support Advocate to strengthen relationships with hosts by delivering responsive, human-centered support across public channels. You will help hosts with questions, guide them to self-service resources, and feed insights back to product and support teams.

The role covers community management, social media engagement, reputation monitoring, and cross-functional collaboration with product, engineering and marketing.