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HospitableHospitableUnited States

Customer Support Advocate (North America - Remote)

Provides technical customer support for SaaS product used by Airbnb hosts, troubleshooting issues, creating educational content, and advocating for user needs to product/engineering teams. Requires 3+ years in SaaS support and adaptability to fast-paced changes.

$77k – $96k/yr
Remote3+ YOESupport Engineering

About the job

Responsibilities

  • Empower hosts by delivering fast, empathetic support, guiding them through the product, and championing their needs.
  • Investigate and troubleshoot complex technical issues (with engineering support and tooling).
  • Onboard customers and answer questions via live chat, email, and Zoom calls.
  • Create bug reports for engineering.
  • Create video and written content (product tours, videos, documentation, FAQ) and keep it current.
  • Act as "feature champion" to educate product & engineering teams on user needs.
  • Collaborate on best practices and issue resolution.

Requirements

  • 3+ years hands-on experience in technical support for B2B or B2C SaaS product.
  • Cares about team and company impact.
  • Keen eye for detail and eagerness for improvement.
  • Excited to work with deeply technical product; comfortable adapting to frequent changes.
  • Nice-to-have: Airbnb host or short-term rental business experience.

Compensation & Benefits

  • Total budget: $76,958 - $95,700 (adjusted for cost of living/location).
  • US gross salary: $70,974 - $88,259.
  • Company equity (RSUs): up to $8,700.
  • Performance Share Units (PSUs): up to $281,152 (tied to business targets).
  • 35 days off per year (including self-serve public holidays) and parental leave.
  • Complimentary mental health support.
  • Peer recognition rewards.

Skills

SaaSTechnical TroubleshootingLive Chat SupportEmail SupportZoomBug ReportingVideo Content CreationDocumentationFaqProduct Tours

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