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Customer Support Advocate (North America - Remote)

1 month, 3 weeks ago
Australia, North America, 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 through 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 entire user lifecycle.
  • Create bug reports and escalate technical issues to engineering.
  • Produce and maintain customer education content such as product tours, videos, documentation, and FAQs.
  • Act as a feature champion by sharing customer needs and feedback with product and engineering teams.
  • Collaborate with the team on best working practices and issue resolution.
  • Support customers across North American time zones and work a five-day schedule that may include one weekend day.

Requirements

  • 3+ years of hands-on experience in technical support for a B2B or B2C SaaS product.
  • Strong attention to detail and a commitment to continuous improvement.
  • Ability to work with a deeply technical product and learn quickly.
  • Comfort adapting to frequent changes in a fast-moving development environment.
  • A mindset focused on the impact of your work on the team and the company.
  • Availability to cover customers across North American time zones.
  • Experience as an Airbnb host or with a short-term rental business is a strong plus.

Benefits

  • Total compensation budget of US$76,958.00–$95,700.00 depending on location.
  • US employee gross salary range of $70,974.17–$88,258.90.
  • Equity opportunity through $HOST token RSUs with a grant value of up to $8,700.00.
  • Eligibility for up to an additional $281,152.00 per year in Performance Share Units.
  • 35 days off per year, including encouraged self-serve public holidays.
  • Parental leave.
  • Complimentary mental health and emotional support through therapists on call via Spill.
  • Peer recognition rewards redeemable as gift cards, donations, or monetary rewards.

Interested in this position?

Apply directly on the company website

Apply Now

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