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 Customer Support Advocate, you will empower our hosts by delivering fast, empathetic support, guiding them through our product, and championing their needs to help shape an exceptional customer experience. 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. What does the schedule look like? For this position, we are aiming to service customers across North American timezones. This role will follow a five-day schedule that might include one weekend day to ensure coverage.