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Customer Support Advocate (APAC - Remote)

6 days, 18 hours ago
Australia, Asia, Oceania, United States
Full-time
Junior
Customer Support
Technical Writing and Documentation
Apply Now
Hospitable

Hospitable

Hospitable.com (formerly Smartbnb) is the top vacation rental software offering automation for short-term rental owners and managers on platforms like Airbnb, Booking.com, and Vrbo. Trusted by over 230,000 listings worldwide, it democratizes technology...

Consumer Services
11-50
Founded 2016
$4M raised
View All Jobs 10

Description

  • Deliver fast, empathetic customer support across live chat, email, and Zoom calls.
  • Investigate and troubleshoot complex technical issues with support from the engineering team and internal tooling.
  • Onboard customers and answer product questions throughout the full user lifecycle.
  • Create bug reports and escalate product issues to engineering.
  • Produce and maintain video and written support content such as product tours, documentation, and FAQs.
  • Act as a feature champion by sharing customer needs and feedback with product and engineering teams.
  • Collaborate with teammates on best practices and issue resolution.
  • Help shape an exceptional customer experience by advocating for hosts' needs.

Requirements

  • 3+ years of hands-on technical support experience for a B2B or B2C SaaS product.
  • Must be based in an Asia-Pacific time zone; candidates in other timezones will not be considered.
  • Comfort working a five-day schedule that includes one weekend day.
  • Ability to work with a deeply technical product and learn quickly.
  • Comfort adapting to frequent changes in a fast-moving development environment.
  • Strong attention to detail and a commitment to continuous improvement.
  • Interest in understanding the impact of your work on the team and the company.
  • Experience as an Airbnb host or in a short-term rental business is a strong plus.

Benefits

  • Total budget of US$78,300 - $106,912 depending on location cost of living.
  • International hiring as contractors, or as employees in the US, EU, or Australia.
  • Company equity through $HOST token RSUs with a grant value of up to $21,382.40.
  • Eligibility for up to an additional $319,480.00 per year in Performance Share Units.
  • 35 days off per year, including self-serve public holidays.
  • Parental leave.
  • Complimentary mental health and emotional support through Spill therapists on call via Slack.
  • Peer recognition rewards that can be redeemed for gift cards, donations, or monetary rewards.

Interested in this position?

Apply directly on the company website

Apply Now

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