Remote Customer Support Advocate

Role Overview: As a Customer Support Advocate, you will empower hosts by providing fast, empathetic support, guiding them through the product, and advocating for their needs to enhance the customer experience.

Responsibilities include:

Investigating and troubleshooting complex technical issues with engineering support.

Onboarding customers and addressing product-related questions via live chat, email, and Zoom.

Creating bug reports and escalating issues to engineering teams.

Developing educational content such as videos, documentation, and FAQs.

Acting as a feature champion to communicate user needs to product and engineering teams.

Collaborating with team members on best practices and issue resolution.

Qualifications and Skills:

3+ years of technical support experience in SaaS (B2B or B2C).

Attention to detail and a desire for continuous improvement.

Ability to adapt quickly to a fast-paced, evolving product environment.

Experience or background in short-term rentals or hosting is a plus.

Additional Information: The role supports North American timezones with a flexible schedule, including weekend coverage. The company fosters a transparent, results-oriented culture and offers competitive compensation, equity options, performance-based bonuses, generous time off, mental health support, and a rewards platform.