Customer Support Advocate

TL;DR

Customer Support Advocate (SaaS): Empower Airbnb hosts by delivering fast empathetic support, troubleshooting technical issues, and creating educational content with an accent on product onboarding and user advocacy. Focus on investigating complex problems with engineering support, escalating bugs, and collaborating to improve customer experience.

Location: Remote, North America timezones (might include one weekend day for coverage). Hire based on timezones, not countries.

Salary: $76,958 - $95,700 (total budget depending on location and taxes; US gross $70,974 - $88,259)

Company

Remote-only fully distributed SaaS company building automation software for short-term rentals like Airbnbs.

What you will do

• Investigate and troubleshoot complex technical issues using engineering support and tooling.
• Onboard customers and handle questions via live chat, email, and Zoom throughout the user lifecycle.
• Create and maintain bug reports for engineering.
• Produce video and written content like product tours, documentation, and FAQs.
• Act as feature champion to educate product and engineering on user needs.
• Collaborate on best practices and issue resolution with the team.

Requirements

• 3+ years hands-on experience in technical support for B2B or B2C SaaS product
• Keen eye for detail and eagerness for constant improvement
• Excited to work with deeply technical product and adapt to fast development speed
• Care about impact on team and company

Nice to have

• Experience as Airbnb host or with short-term rental business

Culture & Benefits

• Supportive, transparent, caring team focused on results and output; trusted not managed
• Company equity via $HOST token RSUs up to $8,700; performance share units up to $281,152 tied to targets
• 35 days off per year including self-serve public holidays and parental leave
• Complimentary mental health support via Spill therapists on Slack
• Peer recognition platform with virtual coins redeemable for gifts, donations, or money