Customer Support Advocate

Overview

Job Description

Responsibilities

• - 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.

Required Skills

• - 3+ years of hands-on experience in technical support for a B2B or B2C SaaS product.
• - Cares about the impact their work has on the team and the company.
• - Has a keen eye for detail and eagerness for constant improvement.
• - Is excited to work with a deeply technical product where learning quickly is part of the job.
• - Comfortable adapting to frequent changes and improvements.
• - 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.
• - A culture that is focused on results and output.
• - 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.
• - Options into the company equity through our $HOST token (RSU's), with a grant value of up to $21,382.40.
• - Eligible for up to an additional $319,480.00 per year in Performance Share Units (PSUs).