Careers at
Community Support Advocate - Freelance, Remote (PH)
About The Opportunity
Our client is a leading property management SaaS platform that empowers short-term rental hosts, co-hosts, and property managers to automate their operations across major booking channels like Airbnb, VRBO, and Booking.com. They provide an all-in-one solution featuring AI-powered guest communication, smart pricing, direct booking tools, and seamless integrations with smart home devices. Trusted by over 30,000 users worldwide, they're rapidly expanding their support team to maintain their reputation for reliability and exceptional customer care.
Why does this role exist?
The Community Support Advocate role exists to strengthen the relationship between Hospitable and its host community by providing responsive, human-centered support across public channels where customers seek help, share feedback, and engage with the brand. This role ensures that hosts receive timely and accurate assistance, that community discussions remain organized and valuable, and that customer insights are continuously fed back into Product, Engineering, Support, and Marketing teams to improve the overall customer experience. By fostering peer-to-peer engagement, protecting Hospitable’s friendly and helpful brand voice, and guiding users toward effective self-service resources, the role helps create a supportive, scalable community that drives customer satisfaction, retention, and long-term product adoption.
Department Specialized Roles Employment Type Full Time Location Philippines Workplace type Fully remote Compensation $7.00 / hour Reporting To Client via Magic
The Impact you’ll make
Tasks And Responsibilities
Community Support & Customer Assistance
- Provide technical and customer support through Hospitable’s online community platform.
- Respond to customer questions in a timely, accurate, and friendly manner.
- Troubleshoot product and service issues using internal resources and AI tools before escalating.
- Guide customers toward relevant Help Center articles, workshops, and self-service resources when appropriate.
Community Management & Engagement
- Keep community discussions organized by tagging, categorizing, and maintaining topics.
- Encourage constructive participation and peer-to-peer support among hosts.
- Help identify knowledgeable community members and promote community-led assistance.
- Work with the Community Manager to maintain a positive, engaging, and supportive environment.
Social Media & Public Channel Support
- Monitor and respond to customer conversations across Facebook, YouTube, LinkedIn, Instagram, Reddit, and other public platforms.
- Determine when issues should remain in public channels and when they should be moved to private support channels.
- Maintain Hospitable’s friendly, helpful, and human brand voice across all public interactions.
Review & Reputation Management
- Monitor customer reviews on Trustpilot, Google, and other review platforms.
- Respond professionally to reviews and escalate sensitive or high-risk situations when necessary.
Issue Escalation & Cross-Functional Collaboration
- Escalate complex product questions, bugs, and customer issues to the appropriate internal teams.
- Follow through on escalated cases to ensure they reach the right stakeholders.
- Collaborate with Product, Engineering, Support, and Marketing teams on customer-related issues and improvements.
Customer Insights & Feedback Reporting
- Collect recurring customer feedback, feature requests, and pain points.
- Document and communicate actionable insights to internal teams.
- Identify trends within the community that may improve product adoption, support resources, or customer experience.
Skills, Knowledge and Expertise
Required Qualifications:
- Minimum of 2 years experience in online community management through online forums or communities (Social media pages, forums)
- Minimum 6 months of experience in technical support (email, phone, live chat) or omni-channel support. Preference for assistants who have worked in a tech company.
- Native-level English proficiency (C2) with exceptional written and verbal communication skills
- Proven ability to adjust tone and communication style based on customer context—from professional to personable
- Strong problem-solving skills and attention to detail when reviewing customer data and troubleshooting technical issues
- Proactive, self-motivated communicator who takes initiative and demonstrates strong cultural fit with collaborative teams
- Prior experience supporting SaaS platforms or short-term rental/hospitality tools (nice to have)
- Experience working with international clients or English-speaking markets (nice to have)
Schedule:
- Full weekend availability required (Saturday and Sunday) with graveyard shift flexibility. Must be willing to work APAC or EU timezone based on business needs.
Compensation & Benefits:
- 7 USD/hr
- Paid time-off
- 13th month pay
- HMO benefits
- Payment is made via Deel
Equipment:
- Candidate must have the following WFH Set-Up:
- Computer with at least 8GB RAM, an Intel i5 core processor/AMD Ryzen 5 Processor and up.
- Internet speed of at least 40MBPS
- Headset with an extended mic that has noise cancellation and a webcam
- Back-up computer and internet connection
- Quiet, dedicated workspace at home
Benefits
About Magic, Inc
Magic has connected top remote talent with fast-growing businesses for over 10 years.
Founded in San Francisco in 2015, we now have thousands of remote workers around the world.
Magic is backed by Sequoia Capital and Y Combinator.
Apply Now
Our Hiring Process
Stage 4:
Final Interview
Stage 5:
Hired
Stage 1:
Applied
Stage 2:
Review
Stage 3:
Client Review
Stage 5:
Hired
Don’t see the right role right now? Register your interest, and we’ll reach out when something that fits comes up.
Register Your Interest
Apply Now
Department Specialized Roles Employment Type Full Time Location Philippines Workplace type Fully remote Compensation $7.00 / hour Reporting To Client via Magic
View all opportunities at Magic, Inc
Apply Now
Magic, Inc Privacy Policy Cookies
Powered by
Cookies
We use cookies to ensure you get the best experience on our website.
Cookie preferences
We use cookies to ensure the basic functionalities of the website and to enhance your online experience. You can choose for each category to opt-in/out whenever you want. For more details relative to cookies and other sensitive data, please read the full privacy policy.
Strictly necessary cookies
These cookies are essential for the proper functioning of our website. Without these cookies, the website may not work properly.
Name Domain Expiration Description
_pinpoint_session
pinpointhq.com
As soon as browser window is closed
Allows us to associate file uploads to our file storage provider with your form submissions
LSW_WEB
magic.pinpointhq.com
As soon as browser window is closed
Allows our load balancer to send your specific traffic to the same backend server
LSW_WEB
app.pinpointhq.com
As soon as browser window is closed
Allows our load balancer to send your specific traffic to the same backend server
cc_cookie
magic.pinpointhq.com
Six months
Saves your decisions about these cookies so we don't need to ask every time
Analytics and Performance cookies
These cookies allow the website to remember the choices you have made in the past
Name Domain Expiration Description
ahoy_visitor
pinpointhq.com
Two years
We use an internal metrics collector to understand interactions with our website over time
ahoy_visit
pinpointhq.com
Four hours
We use an internal metrics collector to understand interactions with our website over time