Staff Customer Support Advocate (North America - Remote)
Staff Customer Support Advocate delivers frontline support via chat, email, and calls for complex issues while leading projects to improve documentation, AI training, and team processes. Requires 7+ years in SaaS customer-facing roles with advanced troubleshooting skills.
About the job
Responsibilities
- Provide expert frontline customer support via email, live chat, and Zoom calls, handling complex cases (60-70% of time).
- Investigate and troubleshoot challenging technical issues.
- Lead strategic projects impacting customer experience, such as improving documentation, training AI solutions, and creating training materials (30-40% of time).
- Serve as Product Expert, providing insights to Product Managers and stakeholders.
- Create educational content (videos, documentation, quizzes) for customers and team.
- Mentor team members through trainings, shadowing, peer reviews, and onboarding.
Requirements
- 7+ years in customer-facing roles, especially SaaS.
- Excellence in frontline customer support with high performance.
- Advanced troubleshooting for complex technical issues.
- Experience balancing support with strategic initiatives.
- Proven ownership of projects improving team/customer experience (e.g., workflows, processes, documentation).
- Experience mentoring and knowledge sharing.
Nice-to-Haves
- Experience as an Airbnb host or with short-term rental business.
Compensation & Benefits
- Total budget: US$96,220.80 - $120,614.00 (adjusted for cost of living).
- US gross salary: $98,641.60 - $122,412.02.
- Equity: up to $24,122.80 in $HOST token RSUs.
- Performance Share Units: up to $343,016.00 based on targets.
- 35 days off per year, parental leave, mental health support, peer recognition rewards.
Skills
SaaS, Troubleshooting, Live Chat, Email Support, Zoom, Ai Training, Product Documentation, Customer Support Tools, Short-Term Rentals, Airbnb
Similar jobs
Customer Support jobs
Airbnb
Nevada
Provides autonomous, end-to-end resolution for complex, high-value reservation issues involving Airbnb guests and Hosts. The role requires 4+ years of multicultural customer service experience, strong judgment and communication skills, and fluency in English and Spanish.
Fora
New York, NY
Leads trust and safety case management, enforcement communication, KYC operations, dispute resolution, and process automation for a marketplace of independent travel advisors. Requires 5+ years of customer-facing operations experience, including 3+ years in trust and safety or an adjacent enforcement function.
SmithRx
Plano, TXLeads and coaches a call center agent team, manages performance and capacity, handles escalations, and supports members during peak demand. Requires 5+ years of call center experience, leadership experience, bilingual Spanish proficiency, and a high school diploma or equivalent.
Lyft
Nashville, TN
Processes insurance claims, supports adjusters, responds to customer inquiries, and coordinates with cross-functional teams to improve claims operations. Requires at least two years of customer support experience, strong communication and collaboration skills, and the judgment to work effectively in a rapidly changing environment.
Harvey
San Francisco, CA
Leads regional enterprise customer support operations, managing team performance, escalations, staffing, and continuous improvement. Requires 8+ years in customer support or experience, including 4+ years managing high-volume teams, plus strong Zendesk administration and technical troubleshooting skills.