Host Support Advocate

TL;DR

Host Support Advocate: Serve as a critical problem-solver and trusted partner to hosts navigating complex, ambiguous situations with an accent on case investigation, policy interpretation, and conflict de-escalation. Focus on analyzing conflicting information, recommending fair resolutions, cross-functional coordination, and identifying patterns for process improvements.

Location: Fully remote, must be authorized to work in the United States (E-Verify, I-9 required, no visa sponsorship)

Salary: $55,000 - $60,000 a year

Company

Pioneering real estate platform providing affordable shared housing solutions for low-income earners to address the housing crisis.

What you will do

• Investigate complex host and member cases by gathering and reconciling information from multiple parties.
• Act as trusted advocate for hosts on policies, finances, and operations.
• Evaluate scenarios and recommend policy-aligned resolutions.
• Interpret and explain policies clearly to stakeholders.
• De-escalate conflicts with empathy and direct communication.
• Coordinate with internal teams on product, operations, compliance, and payments issues.
• Analyze feedback patterns to inform improvements.
• Set expectations and maintain professional boundaries.

Requirements

• Authorized to work in the US (no visa sponsorship)
• Critical thinking to analyze incomplete or conflicting information.
• Investigative mindset for digging into details and validating perspectives.
• Experience in Customer Success, Client Services, Project Management, or similar.
• Emotional resilience in high-stakes, charged situations.
• Empathetic directness when delivering difficult outcomes.
• Ability to navigate ambiguity aligned with company policies.
• Strong written and verbal communication for diverse audiences.
• Detail-oriented with high accuracy in documentation.

Culture & Benefits

• Fully remote work.
• Competitive compensation with equity incentive.
• National medical, dental, vision; life insurance; optional FSA/DCFSA.
• Unlimited PTO plus 11 company holidays.
• 401(k) plan.
• 12 weeks paid parental leave for birth and non-birth parents.

Hiring process

• Application review by Hiring Manager.
• 30-minute video screen with PeopleOps.
• 1-hour video with Host Support Team Lead including live writing assessment.
• 30-minute video with Host Support Manager assessing logical fit.
• Offer if successful.