Remote Customer Support Advocate | SaaS Impact & Growth

Hospitable; United States; Teletrabalho; USD 77 000 - 96 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

35 days off per year

Parental leave

Mental health support via Slack

Company equity (HOST token)

PSUs up to 281,152 USD

Performance-based equity grants

Gift cards via peer recognition

Resumo da oferta

Hospitable is a remote-only, fully distributed company that serves Airbnb hosts with a fast, empathetic support experience. The Customer Support Advocate role focuses on guiding hosts through our product, troubleshooting issues with engineering help, and creating helpful education materials for ongoing self-service.

We emphasize careful, fast problem solving in a deeply technical product and value proactive collaboration within a time-zone friendly North American window.

Qualificações

• 3+ years of hands-on experience in technical support for a B2B or B2C SaaS product.
• Cares about the impact their work has on the team and the company.
• Has a keen eye for detail and eagerness for constant improvement.
• Excited to work with a deeply technical product where learning quickly is part of the job.
• Airbnb host or short-term rental experience is a big plus.

Responsabilidades

• Investigate and troubleshoot complex technical issues for customers with engineering support.
• Onboard customers and answer product questions via live chat, email, and Zoom calls.
• Create bug reports to escalate to engineering.
• Create video and written content to educate customers (tours, videos, docs, FAQ) and keep it current.
• Act as a feature champion to educate product and engineering teams about user needs.
• Collaborate with the team on best practices and issue resolution.

Conhecimentos

Technical support

Customer empathy

Troubleshooting

Live chat

Zoom calls

Bug reporting

Documentation

Content creation

Feature champion

Team collaboration

Descrição da oferta de emprego

Hospitable is a remote-only, fully distributed company that serves Airbnb hosts with a fast, empathetic support experience. The Customer Support Advocate role focuses on guiding hosts through our product, troubleshooting issues with engineering help, and creating helpful education materials for ongoing self-service.

We emphasize careful, fast problem solving in a deeply technical product and value proactive collaboration within a time-zone friendly North American window.