[Hiring] Customer Support Advocate @Hospitable

Role Description

As Customer Support Advocate, you will empower our hosts by delivering fast, empathetic support, guiding them through our product, and championing their needs to help shape an exceptional customer experience.

• Investigate and troubleshoot complex technical issues for our customers (with the support of the engineering team and our robust tooling).
• Onboard customers and answer questions on our product throughout the entire user cycle with live chat, email, and Zoom calls.
• Create bug reports to escalate to engineering.
• Create video and written content to educate customers (product tours, videos, documentation, FAQ) and keep it current with our constantly evolving product.
• Act as a "feature champion" to educate the product & engineering teams about users' needs.
• Collaborate with the team on best working practices and issue resolution.

Qualifications

• 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.
• 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.
• Very special kudos if you are an Airbnb host or have been working with a short-term rental business.

Requirements

• Comfortable adapting to frequent changes and improvements.

Benefits

• Total budget for this role is within US$78,300 - $106,912 depending on the cost of living in your location.
• Options into the company equity through our $HOST token (RSU's), with a grant value of up to $21,382.40.
• Eligible for up to an additional $319,480.00 per year in Performance Share Units (PSUs).
• 35 days off per year, including self-serve public holidays and parental leave.
• Complimentary mental health and emotional support with therapists on call through Slack by Spill.
• Earn virtual coins through our peer recognition platform and redeem them through gift cards, donations, or monetary rewards.