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.
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
SaaS, Technical Troubleshooting, Live Chat Support, Email Support, Zoom, Bug Reporting, Video Content Creation, Documentation, Faq, Product Tours
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