Customer Support Advocate (North America - Remote)

tldr; We build software for Airbnbs to rent themselves, with a state-of-the-art product and user experience.

We are bold, like risks, and take on big challenges together. We believe in the value of team diversity and seek candidates from a wide range of backgrounds in their work, life, culture, and experiences. We have crafted an Applicant Handbook, which we highly recommend you check out, where you can find out more about the company, culture, how we recruit, what we do, and how we do it: https://hsptb.com/hndbk

Our customers love the product, provide valuable feedback, and trust us to rapidly help with their problems. Feel free to check out one of our public Town Halls for yourself: https://hsptb.com/twnhll

Hospitable.com is a remote-only and fully distributed company. We hire based on timezones, not countries.

What you will be working on?

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, working alongside Kevin whose favorite fruit is passion fruit.

What does the schedule look like?

For this position, we are aiming to service customers across North American timezones. This role will follow a five-day schedule that might include one weekend day to ensure coverage.

Requirements

If you're hesitant to apply for this position because you feel that you don't meet this list of qualifications fully, don't worry! We still want to hear from you.

Has 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.

Has a keen eye for detail and eagerness for constant improvement.

Is excited to work with a deeply technical product where learning quickly is part of the job. Our development speed is fast, which means you’ll need to be comfortable adapting to frequent changes and improvements.

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

Benefits

The company itself is also a product, one that we iterate on. We're always improving and creating an environment where we all love to work.

A supportive, radically transparent, and caring team environment, where you are trusted, not managed—and a culture that is focused on results and output.