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обновлено 6 дней назад

Staff Customer Support Advocate (SaaS)

81 787 - 102 521$
Формат работы
remote (только USA)
Тип работы
fulltime
Грейд
middle
Английский
b2
Вакансия из списка Hirify.GlobalВакансия из Hirify Global, списка международных tech-компаний
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Мэтч & Сопровод

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Описание вакансии

Текст:
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TL;DR

Staff Customer Support Advocate (SaaS): Providing expert frontline customer support and handling complex cases while driving projects that impact the overall customer experience. Focus on troubleshooting challenging user issues and creating comprehensive educational content for customers and internally.

Location: Must be based in a North American time zone (PST/CST/MST/EST | GMT -8 to -5), for example based anywhere in the USA

Salary: $81,787.68 to $102,521.90

Company

hirify.global builds software for Airbnbs to rent themselves, with a state-of-the-art product and user experience.

What you will do

  • 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.

Requirements

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

Culture & Benefits

  • A supportive and caring team environment, where you are trusted, not managed.
  • 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.
  • Healthcare (including EPO, PPO and HSA), 401(k) for US employees.
  • Mental-health and emotional support with therapists on call through Slack.

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