Staff Customer Support Advocate (SaaS)

Location: Remote, with working hours aligned to North American time zones (PST/CST/MST/EST | GMT -8 to -5). The schedule includes one weekend day, either Tuesday–Saturday or Sunday–Thursday. International contractor hiring is available; employees can be based in the United States, European Union, or Australia.

Salary: US$96,220.80–$120,614.00 annually, depending on location and cost of living. US employee gross compensation may range from $98,641.60–$122,412.02.

Company

hirify.global builds software that enables Airbnb and short-term rental businesses to manage their properties and customer experiences.

What you will do

• Provide expert frontline support through email, live chat, and Zoom troubleshooting calls.
• Investigate and resolve complex technical customer issues.
• Lead strategic projects that improve support operations and the overall customer experience.
• Act as a product expert and advise Product Managers and other stakeholders.
• Create customer and internal educational content, including videos, documentation, and quizzes.
• Mentor team members through product training, shadowing, peer reviews, and onboarding.

Requirements

• 7+ years of experience in customer-facing roles, particularly in SaaS.
• Strong frontline customer support performance and advanced troubleshooting abilities.
• Experience balancing daily support responsibilities with strategic initiatives.
• Proven ownership of initiatives that improve workflows, support processes, documentation, and customer experience.
• Experience mentoring colleagues and driving knowledge sharing.
• Availability to support customers during North American time zones and work one weekend day.

Nice to have

• Experience as an Airbnb host or working with a short-term rental business.

Culture & Benefits

• Remote-only, fully distributed work environment organized around time zones rather than countries.
• Supportive, transparent, caring, and results-focused culture.
• International contractor engagement or employee employment options in the United States, European Union, and Australia.
• 35 days off per year, including self-serve public holidays, plus parental leave.
• Mental health and emotional support through therapists on call, peer recognition rewards, and company equity opportunities.