Customer Support Advocate (SaaS)

TL;DR

Customer Support Advocate (SaaS): Providing empathetic and technical support to Airbnb hosts, guiding them through the product and addressing their needs. Focus on resolving complex issues, creating educational content, and championing user feedback to the product and engineering teams.

Location: Must be based in an Asia-Pacific time zone.

Salary: US$78,300 - $106,912 depending on the cost of living in your location.

Company

hirify.global.com is a remote-only and fully distributed company building software for Airbnbs to rent themselves.

What you will do

• Investigate and troubleshoot complex technical issues for customers.
• Onboard customers and answer questions via live chat, email, and Zoom calls.
• Create bug reports to escalate to engineering.
• Develop video and written content to educate customers and keep it current.
• 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.

Requirements

• Must be based in an Asia-Pacific time zone. Candidates in other timezones will not be considered.
• 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.
• Excited to work with a deeply technical product where learning quickly is part of the job.
• Special kudos if you are an Airbnb host or have been working with a short-term rental business.

Culture & Benefits

• Supportive, radically transparent, and caring team environment.
• The total budget for this role is within US$78,300 - $106,912 depending on the cost of living in your location.
• Options into the company equity through our $HOST token (RSU's), with a grant value of up to $21,382.40.
• Separately, this role is eligible for up to an additional $319,480.00 per year in Performance Share Units (PSUs).
• 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.