Hospitable

Staff Customer Support Advocate (North America - Remote)

Work from home

Remote role where the employee must remain based in a particular country.

United States only

Employer listed it 7 months ago · Found 1h ago

Been open since 7 months ago. Long-running listings are sometimes left up after the role is filled.

Salary

$98,642 to $122,412

Location

United States only

Timezone

US East

Contract

Full-time

Experience

Lead

Remote flexibility

Work from home

This is a remote role, but the employee must be based in United States. It is work from home rather than work from anywhere.

What the employer says

Source listing states candidate location: "Remote, United States, Remote, Oregon, United States, Remote, Oregon, United States, Canada"
Job description states: "based in the United States"

What Nomaders makes of it

Payroll and tax are likely handled in that country only

The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.

About the role

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 the Staff Customer Support Advocate, you will champion exceptional customer experiences while providing valuable insights that shape our support operations.

Around 60-70% of your time will be spent in the queue, supporting our customers via email, live chat, and hopping on troubleshooting calls as needed.

The remaining 30-40% of your time will be spent on leading projects that impact the overall customer experience, like improving customer-facing documentation, training our AI solution, or creating training materials for our team.

You will:

Provide expert frontline customer support, handling complex cases and serving as an example of customer service excellence.

Investigate and troubleshoot challenging user issues with advanced technical knowledge.

Answer questions throughout the entire user journey via live chat, email, and Zoom calls.

Lead strategic projects that drive significant organizational impact.

Work alongside one of our awesome Customer Support Advocates, Dee, whose favorite fruit is Pomegranate.

Serve as a Product Expert, providing insights and advice to Product Managers and other stakeholders.

Create comprehensive educational content (videos, documentation, quizzes) for customers and internally.

What does the schedule look like?

For this position, we are aiming to service customers across North American time zones (PST/CST/MST/EST | GMT -8 to -5). The role will be reporting on one weekend day, either Tuesday-Saturday or Sunday-Thursday.

Requirements

For this position, we are looking to recruit someone in a North American time zone (for example based anywhere in the USA).

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.

Significant (7+ years) experience in customer-facing roles, especially in SaaS.

Excellence (and a genuine fun!) in frontline customer support with consistent high performance.

Advanced troubleshooting abilities for complex technical issues.

Requirements

·For this position, we are looking to recruit someone in a North American time zone (for example based anywhere in the USA).
·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.
·Significant (7+ years) experience in customer-facing roles, especially in SaaS.
·Excellence (and a genuine fun!) in frontline customer support with consistent high performance.
·Advanced troubleshooting abilities for complex technical issues.

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.
·We also offer options into the company equity through our $HOST token (RSU's), with a grant value of up to $24,122.80, to share in the long-term upside value of the company.
·35 days off per year, encouraged (including self-serve public holidays) and parental leave.
·Complimentary mental health and emotional support with therapists on call through Slack by Spill .

How to apply

1Check the flexibility label above, work from home, matches where you plan to live and work.
2Tailor your CV to the role at Hospitable, mentioning your remote working experience and working hours (US East).
3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.

Found 2h ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.

Listing sourced from Company boards.