Staff Customer Support Advocate

Remote; San Francisco (CA); Remote; USD 99,000 - 122,000; Full time

Benefits offered by this job

Competitive salary

RSUs equity

PSUs performance units

35 days off per year

Mental health support

Remote-first culture

Rewards program

Job summary

Remote is seeking a Staff Customer Support Advocate based in the United States. This fully remote role focuses on expert frontline customer support, complex troubleshooting, and driving strategic improvements to customer experience.

You’ll collaborate with product managers, create educational resources, and mentor teammates while maintaining a schedule aligned with North American time zones. Strong written and verbal communication is essential.

Qualifications

• Minimum of 7 years in customer-facing roles, preferably SaaS.
• Proven frontline support experience with high performance.
• Strong technical troubleshooting and diagnostic skills.
• Ability to balance daily support with strategic projects.
• Experience mentoring teammates and sharing knowledge.

Responsibilities

• Deliver expert frontline customer support across email, live chat and video calls.
• Troubleshoot complex technical issues and provide clear solutions.
• Lead initiatives to improve support workflows and customer satisfaction.
• Collaborate with product managers to gather feedback and drive product insights.
• Develop educational resources including videos, docs and training materials.
• Mentor colleagues and promote knowledge sharing to improve team performance.
• Balance daily tickets with longer-term projects delivering measurable improvements.
• Maintain schedule aligned with North American time zones, including a weekend day.

Skills

Customer support

SaaS experience

Advanced troubleshooting

Mentoring

Remote work

Job description

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Staff Customer Support Advocate based in the United States.

The Staff Customer Support Advocate will deliver exceptional customer support while driving strategic improvements that enhance the overall customer experience. This role combines hands‑on technical troubleshooting with opportunities to lead impactful projects that strengthen support operations and product education. Approximately 60-70% of the time will be dedicated to assisting customers through email, live chat, and video calls, while the remaining time will focus on initiatives that improve processes, documentation, and team knowledge. As a trusted product expert, you will collaborate with product managers and other stakeholders to share customer insights and influence product improvements. You will also create educational resources and support team development through training and knowledge sharing. This fully remote opportunity is ideal for an experienced customer support professional who thrives in a collaborative, transparent, and results‑oriented environment.

Accountabilities

• Deliver expert frontline customer support, handling complex cases and setting a high standard for customer service across the customer journey.

• Investigate and troubleshoot challenging technical issues, providing clear, effective solutions through email, live chat, and video calls.

• Lead strategic initiatives that improve customer satisfaction, optimize support workflows, and strengthen operational efficiency.

• Partner with product managers and internal stakeholders as a subject matter expert, sharing customer feedback and actionable product insights.

• Develop comprehensive educational resources, including videos, documentation, quizzes, and internal training materials.

• Mentor colleagues and encourage knowledge sharing to improve team performance, onboarding, and support consistency.

• Balance daily customer support responsibilities with longer‑term projects that deliver measurable improvements to the customer experience.

• Work a schedule aligned with North American time zones, with one weekend day included in the regular working week. The expected schedule is either Tuesday-Saturday or Sunday-Thursday.

Requirements

• At least 7 years of experience in customer-facing roles, preferably within the software‑as‑a‑service (SaaS) industry.

• A strong track record of delivering high‑quality frontline customer support and maintaining consistently high performance.

• Advanced technical troubleshooting skills, with the ability to investigate and resolve complex customer issues.

• Demonstrated ability to balance day‑to‑day support demands with strategic projects and longer‑term priorities.

• Experience taking ownership of initiatives that improve support processes, workflows, customer‑facing documentation, or overall service quality.

• Proven ability to mentor colleagues and facilitate knowledge sharing through product training, peer reviews, shadowing, or onboarding.

• Excellent communication, problem‑solving, collaboration, and organizational skills.

• Ability to work remotely within a North American time zone and accommodate the required schedule.

• Experience as an Airbnb host or working in the short‑term rental industry is a plus, but not essential.

Benefits

• Competitive compensation: For US‑based employees, the stated gross salary range is approximately $98,641.60-$122,412.02 annually, depending on location and applicable payroll taxes.

• Equity opportunity: Eligibility for restricted stock units (RSUs), with a stated grant value of up to $24,122.80.

• Performance‑based rewards: Eligibility for additional performance share units (PSUs), with a stated potential annual value of up to $343,016, tied to defined business performance targets and not time‑based vesting.

• Generous time off: 35 days off per year, including flexible use of public holidays, plus parental leave.

• Mental health support: Complimentary access to therapists and emotional support services.

• Peer recognition: A virtual rewards program where recognition coins can be redeemed for gift cards, charitable donations, or monetary rewards.

• Remote‑first flexibility: Work in a fully distributed environment with an emphasis on trust, autonomy, transparency, and results.

• Collaborative culture: Join a supportive, caring team that values diverse backgrounds, continuous improvement, and shared success.