Customer Support Advocate (SaaS)

TL;DR

Customer Support Advocate (SaaS): Empowering hosts by delivering fast, empathetic support and guiding them through the product with an accent on technical troubleshooting and customer education. Focus on championing user needs to product teams and creating high-quality educational content to support a rapidly evolving platform.

Location: Remote (Global). Must be available to work across North American timezones.

Salary: US$76,958 - $95,700 (depending on location and cost of living).

Company

A remote-only, fully distributed company building state-of-the-art software for Airbnb hosts.

What you will do

• Investigate and troubleshoot complex technical issues using robust internal tooling.
• Onboard customers and provide support via live chat, email, and Zoom.
• Create and maintain educational content including product tours, videos, and documentation.
• Escalate bugs to the engineering team and act as a feature champion for user needs.
• Collaborate with the team to refine working practices and improve issue resolution.

Requirements

• 3+ years of hands-on experience in technical support for a B2B or B2C SaaS product.
• Must be comfortable working a five-day schedule that may include one weekend day.
• Must be available to align with North American timezones.
• Keen eye for detail and eagerness for constant improvement.
• Ability to adapt quickly to a fast-paced, evolving technical product.

Culture & Benefits

• Radically transparent and results-focused team environment.
• 35 days of paid time off per year, including self-serve public holidays.
• Equity options through company tokens and performance-based share units.
• Complimentary mental health and emotional support via Spill.
• Peer recognition platform with monetary rewards and gift cards.