Staff Customer Support Advocate (North America - Remote)

tldr; We build software for Airbnbs to rent themselves, with a state-of-the-art product and user experience.

We are bold, like risks, and take on big challenges together. We believe in the value of team diversity and seek candidates from a wide range of backgrounds in their work, life, culture, and experiences. We have crafted an Applicant Handbook, which we highly recommend you check out, where you can find out more about the company, culture, how we recruit, what we do, and how we do it: https://hsptb.com/hndbk

Our customers love the product, provide valuable feedback, and trust us to rapidly help with their problems. Feel free to check out one of our public Town Halls for yourself: https://hsptb.com/twnhll

Hospitable.com is a remote-only and fully distributed company. We hire based on timezones, not countries.

What you will be working on?

As the Staff Customer Support Advocate, you will champion exceptional customer experiences while providing valuable insights that shape our support operations.

Around 60-70% of your time will be spent in the queue, supporting our customers via email, live chat, and hopping on troubleshooting calls as needed.

The remaining 30-40% of your time will be spent on leading projects that impact the overall customer experience, like improving customer-facing documentation, training our AI solution, or creating training materials for our team.

You will:

• Provide expert frontline customer support, handling complex cases and serving as an example of customer service excellence.
• Investigate and troubleshoot challenging user issues with advanced technical knowledge.
• Answer questions throughout the entire user journey via live chat, email, and Zoom calls.
• Lead strategic projects that drive significant organizational impact.
• Work alongside one of our awesome Customer Support Advocates, Dee, whose favorite fruit is Pomegranate.
• Serve as a Product Expert, providing insights and advice to Product Managers and other stakeholders.
• Create comprehensive educational content (videos, documentation, quizzes) for customers and internally.

What does the schedule look like?

For this position, we are aiming to service customers across North American time zones (PST/CST/MST/EST | GMT -8 to -5). The role will be reporting on one weekend day, either Tuesday-Saturday or Sunday-Thursday.

Requirements:
For this position, we are looking to recruit someone in a North American time zone (for example based anywhere in the USA).

If you're hesitant to apply for this position because you feel that you don't meet this list of qualifications fully, don't worry! We still want to hear from you.

• Significant (7+ years) experience in customer-facing roles, especially in SaaS.
• Excellence (and a genuine fun!) in frontline customer support with consistent high performance.
• Advanced troubleshooting abilities for complex technical issues.
• Experience balancing daily support responsibilities with strategic initiatives.
• Proven ability to take ownership of strategic initiatives that improve the team and customer experience, such as optimizing workflows, enhancing support processes, or improving documentation.
• Experience mentoring team members and driving knowledge sharing, for example by running product trainings, shadowing sessions, peer reviews, or onboarding sessions.
• Very special kudos if you are an Airbnb host or have been working with a short-term rental business.

Benefits:
The company itself is also a product, one that we iterate on. We're always improving and creating an environment where we all love to work.

• A supportive, radically transparent, and caring team environment, where you are trusted, not managed—and a culture that is focused on results and output.
• The total budget for this role is within US$96,220.80 - $120,614.00 depending on the cost of living in your location. We can hire talent internationally as contractors—or employees if you are based in the United States, the European Union, or Australia, taking into account payroll taxes to determine your gross compensation. This means that the gross salary for US employees could be anywhere between $81,787 to $102,521 depending on the cost of living in your location.
• We also offer options into the company equity through our $HOST token (RSU's), with a grant value of up to $24,122.80, to share in the long-term upside value of the company.
• Separately, this role is eligible for up to an additional USD $343,016.00 per year in Performance Share Units (PSUs). These PSUs do not vest over time and are granted only upon the achievement of clearly defined business performance targets. The size and payout of this award are directly tied to measurable outcomes and are intended to strongly align compensation with company impact.
• 35 days off per year, encouraged (including self-serve public holidays) and parental leave.
• Complimentary mental health and emotional support with therapists on call through Slack by Spill.
• Earn virtual coins through our peer recognition platform and redeem them through gift cards, donations, or monetary rewards.