Remote Staff Customer Support Advocate - Lead Experience

Hospitable; United States; Remote; USD 96,000 - 121,000; Full time

Benefits offered by this job

Healthcare (US)

401(k) plan

Equity RSUs (HOST token)

Flexible time off up to 35 days

Mental health support

Job summary

Hospitable is seeking a Staff Customer Support Advocate to champion exceptional customer experiences across email, live chat, and calls. The role will allocate about 60-70% of time to Africa? 60-70% in the queue, with technical troubleshooting as a core skill.

The remaining 30-40% focuses on leading strategic projects like improving customer-facing documentation, training our AI solution, and creating training materials for the team. You’ll collaborate with a teammate and act as a Product Expert.

Qualifications

• 7+ years in customer-facing SaaS roles.
• Excellence in frontline customer support with consistent high performance.
• Advanced troubleshooting abilities for complex technical issues.
• Experience balancing daily support responsibilities with strategic initiatives.
• Proven ability to take ownership of strategic initiatives that improve the team and customer experience.
• Experience mentoring team members and driving knowledge sharing.
• Airbnb host experience is a bonus.

Responsibilities

• Provide expert frontline customer support via email, live chat, and calls.
• Investigate and troubleshoot challenging user issues with technical depth.
• Answer questions throughout the user journey and contribute to documentation.
• Lead strategic projects that drive significant organizational impact.
• Collaborate with Product Managers and stakeholders as a Product Expert.
• Create educational content (videos, docs, quizzes) for customers and internal teams.

Skills

Customer-facing SaaS

Troubleshooting

Strategic Initiatives

Mentoring / Training

Ownership

Process Improvement

Airbnb host

Job description

Hospitable is seeking a Staff Customer Support Advocate to champion exceptional customer experiences across email, live chat, and calls. The role will allocate about 60-70% of time to Africa? 60-70% in the queue, with technical troubleshooting as a core skill.

The remaining 30-40% focuses on leading strategic projects like improving customer-facing documentation, training our AI solution, and creating training materials for the team. You’ll collaborate with a teammate and act as a Product Expert.