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Staff Customer Support Advocate (North America - Remote)

4 months ago
North America, United States
Full-time
Lead
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 12

Description

  • Provide expert frontline customer support for complex cases via email, live chat, and troubleshooting calls.
  • Investigate and resolve challenging user issues using advanced technical knowledge.
  • Answer customer questions throughout the full user journey across chat, email, and Zoom.
  • Lead strategic projects that improve the overall customer experience and support operations.
  • Improve customer-facing documentation, training materials, and internal knowledge resources.
  • Train and support the team by creating educational content such as videos, quizzes, and documentation.
  • Serve as a product expert and share customer insights with Product Managers and other stakeholders.
  • Help train and refine the company’s AI support solution.
  • Mentor team members through product trainings, shadowing sessions, peer reviews, or onboarding support.

Requirements

  • 7+ years of experience in customer-facing roles, especially in SaaS.
  • Strong frontline customer support performance with a genuine enjoyment of customer service.
  • Advanced troubleshooting skills for complex technical issues.
  • Experience balancing day-to-day support work with strategic initiatives.
  • Proven ownership of initiatives that improve workflows, support processes, or documentation.
  • Experience mentoring others and driving knowledge sharing.
  • Ability to work in a North American time zone, such as anywhere in the USA.
  • Availability to report on one weekend day, either Tuesday-Saturday or Sunday-Thursday.
  • Experience as an Airbnb host or working with a short-term rental business is a strong plus.

Benefits

  • Total compensation budget of US$96,220.80-$120,614.00, depending on location.
  • US employee gross salary range of $98,641.60-$122,412.02, depending on cost of living.
  • Company equity through $HOST token RSUs with a grant value of up to $24,122.80.
  • Eligible for up to an additional USD $343,016.00 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 Slack.
  • Peer recognition rewards redeemable for gift cards, donations, or monetary rewards.

Interested in this position?

Apply directly on the company website

Apply Now

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