Hospitable.com

Customer Advocate

• Manage queue distribution in our chat support system and workload across the US support team to maintain target response times and SLAs. We're aiming for a first response time of <5mins for live chat and a total resolution time of 12h.
• Coach and develop team members through regular 1:1s, performance reviews, and real-time feedback.
• Handle technical troubleshooting and empower the team to resolve issues that require strong product and systems knowledge, as well as managing customer escalations and high-priority issues.
• Review and quality check team's support interactions and documentation.
• Train new team members on tools, processes, and product knowledge.
• Regularly work in the queue to stay connected to customer needs and model best practices for the team. You will typically spend 30-40% of your time in the queue.
• You will report to our Director of Support, and work with our other amazing support leads such as Kelly whose favorite fruit is dragon fruit.

Customer Advocate Lead

Customer Support

• 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.

Staff Customer Support Advocate

Customer Success Manager

• Develop and maintain strong, long-lasting relationships with assigned customers by acting as their primary point of contact, understanding their business needs, and ensuring their satisfaction with our software.
• Conduct Quarterly Business Reviews (QBRs) with assigned customers to assess the current use of the software, discuss upcoming features, and identify any challenges or opportunities for improvement.
• Keep customers informed about the latest product developments, upcoming features, and how they can leverage these to achieve their business objectives. Gather feedback to influence future product enhancements.
• Proactively identify and drive opportunities for customers to expand their use of our software, whether through additional features, higher-tier subscriptions, or complementary products, aligned with the customer's strategic goals.
• Serve as the voice of the customer within the company, ensuring that customer feedback and insights are heard and acted upon by the product, support, and marketing teams. Work with one of our awesome customer advocates Rey, whose favorite fruit is Grapefruit.
• Monitor customer health metrics, track the success of implemented strategies, and report on customer satisfaction and retention metrics.

• Investigate and troubleshoot complex technical issues for our customers (with the support of the engineering team and our robust tooling).
• Onboard customers and answer questions on our product throughout the entire user cycle with live chat, email, and Zoom calls.
• Create bug reports to escalate to engineering.
• Create video and written content to educate customers (product tours, videos, documentation, FAQ) and keep it current with our constantly evolving product.
• Act as a 'feature champion' to educate the product & engineering teams about users' needs.
• Collaborate with the team on best working practices and issue resolution, working alongside Kevin whose favorite fruit is passion fruit.

Customer Support Advocate

• Investigate and troubleshoot complex technical issues for our customers (with the support of the engineering team and our robust tooling).
• Onboard customers and answer questions on our product throughout the entire user cycle with live chat, email, and Zoom calls.
• Create bug reports to escalate to engineering.
• Create video and written content to educate customers (product tours, videos, documentation, FAQ) and keep it current with our constantly evolving product.
• Act as a "feature champion" to educate the product & engineering teams about users' needs.
• Collaborate with the team on best working practices and issue resolution, working alongside Kevin whose favorite fruit is passion fruit.

Customer Support Advocate – APAC

Sales Development Rep

• Your primary goal is to generate qualified meetings for our Account Executive teams by executing high-volume, multi-channel outbound outreach.
• Make 60–80 outbound calls per day to target accounts
• Send personalized SMS and LinkedIn messages to decision-makers
• Attend and represent Hospitable at regional and national industry conferences
• Engage attendees, capture new leads, and follow up post-event
• Execute coordinated email, phone, SMS, and LinkedIn Navigator sequences
• Identify and qualify prospects based on ideal customer profile and BANT criteria
• Schedule and document qualified meetings in HubSpot for Account Executives
• Keep accurate, up-to-date records of all touch points and prospect statuses in CRM
• Hit weekly and monthly quota targets for qualified meetings
• Share feedback with marketing on messaging and campaign effectiveness

Sales Development Representative

Product Designer

• Lead the design process from concept to execution, including user research, wireframing, prototyping, visual design, and interaction design.
• Develop and maintain a consistent design language and style guide that reflects our brand and product vision.
• Leverage data, user feedback, and research to refine the user journey.
• Drive the overall design vision for the product, aligned with the company's long-term strategy and values.
• Inspire the team with innovative ideas and a commitment to creating a product that users love and remember.