Customer Support Advocate (SaaS)

TL;DR

Customer Support Advocate (SaaS): Delivering empathetic technical support and product onboarding for Airbnb hosts with an accent on investigating complex technical issues and creating educational content. Focus on championing user needs to engineering teams and maintaining high-quality documentation in a fast-paced environment.

Location: Must be based in a European time zone.

Compensation: $78,300–$106,912, depending on the cost of living, plus potential equity and performance-based incentives.

Компания

A remote-first product company building software for the short-term rental industry.

Что делать

• Provide fast, empathetic support via live chat, email, and Zoom calls throughout the customer lifecycle.
• Investigate and troubleshoot technical issues, escalating bug reports to the engineering team.
• Create and maintain educational video and written content, including product tours and FAQs.
• Serve as a feature champion to communicate customer needs to product and engineering stakeholders.
• Collaborate with the team on best practices for efficient issue resolution.

Требования

• Must be based in a European time zone.
• 3+ years of hands-on technical support experience for B2B or B2C SaaS products.
• Comfortable adapting to frequent product changes and improvements in a fast-paced environment.
• Keen eye for detail and a proactive approach to continuous improvement.
• Ability to work a five-day schedule including one weekend day.

Культура и преимущества

• Radically transparent and caring team environment with high trust and autonomy.
• 35 days of paid time off per year, including self-serve public holidays.
• Complimentary mental health and emotional support through Spill.
• Equity options via company RSU grants and performance-based PSU incentives.
• Peer recognition platform with virtual coins redeemable for rewards and donations.