Customer Support Advocate

Summary

Join Hospitable.com, a remote-first company, as a Staff Customer Support Advocate! You'll provide expert customer support via email, live chat, and calls, handling complex technical issues. A significant portion of your time will be dedicated to leading projects improving customer experience, such as creating training materials and enhancing documentation. You'll collaborate with team members and stakeholders, acting as a product expert. This role requires 7+ years of customer-facing experience in SaaS, advanced troubleshooting skills, and a proven ability to manage strategic initiatives. The position offers a competitive salary, comprehensive benefits (including healthcare, 401k for US employees, and paid time off), and the opportunity to work in a supportive and collaborative environment.

Requirements

• 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
• Experience balancing daily support responsibilities with strategic initiatives
• Proven ability to take ownership of strategic initiatives that improve the team and customer experience, such as optimizing workflows, enhancing support processes, or improving documentation
• Experience mentoring team members and driving knowledge sharing, for example by running product trainings, shadowing sessions, peer reviews, or onboarding sessions

Responsibilities

• 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
• 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

Preferred Qualifications

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

Benefits

• A supportive and caring team environment, where you are trusted, not managed
• The total budget for this role is between $96,220.80 to $120,614.00 depending on your level and the cost of living in your location. We can hire talent internationally as contractors—or employees if you are based in the United States, the European Union, or Australia, taking into account payroll taxes to determine your gross compensation. The gross salary for US employees could be anywhere between $81,787.68 to $102,521.90
• We also offer an extra incentive into our equity with RSUs through our $HOST token (not tied to location or status)
• Up to 35 paid days off per year is encouraged (including self-serve public holidays), as well as sick leave and parental leave when needed
• For US employees: healthcare (including EPO, PPO and HSA), 401(k)
• Mental-health and emotional support with therapists on call through Slack