Staff 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 the Staff Customer Support Advocate, you will champion exceptional customer experiences while providing valuable insights that shape our support operations. Around 60-70% of your time will be spent in the queue, supporting our customers via email, live chat, and hopping on troubleshooting calls as needed. The remaining 30-40% of your time will be spent on leading projects that impact the overall customer experience, like improving customer-facing documentation, training our AI solution, or creating training materials for our team. You will: 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. What does the schedule look like? For this position, we are aiming to service customers across North American time zones (PST/CST/MST/EST | GMT -8 to -5). The role will be reporting on one weekend day, either Tuesday-Saturday or Sunday-Thursday.