Hospitable.com

Staff Customer Support Advocate

Hospitable.com

full-time

Posted on:

Location Type: Remote

Location: Oregon • United States

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Salary

💰 $96,220 - $120,614 per year

Job Level

Lead

About the role

  • 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.

Requirements

  • 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
  • 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 $98,641.60 to $122,412.02 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.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
troubleshootingcustomer supportSaaSeducational content creationworkflow optimizationsupport process enhancementdocumentation improvementproduct trainingpeer reviewsonboarding
Soft Skills
customer service excellenceownershipmentoringknowledge sharingstrategic initiative leadershipcommunicationproblem-solvingcollaborationadaptabilityinterpersonal skills