# Staff Customer Support Advocate (North America - Remote)

**Company:** [Hospitable](https://hotfix.jobs/companies/hospitable)
**Location:** Remote
**Role:** Customer Support
**Salary:** $96k – $121k/yr
**Experience:** 7+ years
**Skills:** SaaS, Troubleshooting, Live Chat, Email Support, Zoom, Ai Training, Product Documentation, Customer Support Tools, Short-Term Rentals, Airbnb
**Posted:** 2026-03-06

> 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.

## Job Description

## 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.

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**Apply:** https://hotfix.jobs/jobs/b89ea35d-cb10-44ff-86b9-946132e18c09
**Canonical:** https://hotfix.jobs/jobs/b89ea35d-cb10-44ff-86b9-946132e18c09