Customer Support Advocate (Europe - Remote)

Overview

Job Description

Responsibilities

• - Empower hosts by delivering fast, empathetic support
• - Guide customers through our product
• - Champion customer needs to help shape an exceptional customer experience
• - Investigate and troubleshoot complex technical issues
• - Onboard customers and answer questions throughout the user cycle
• - Create bug reports to escalate to engineering
• - Create video and written content to educate customers
• - Act as a 'feature champion' to educate the product & engineering teams
• - 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
• - Keen eye for detail and eagerness for constant improvement
• - Excited to work with a deeply technical product where learning quickly is part of the job
• - Comfortable adapting to frequent changes and improvements
• - Special kudos if you are an Airbnb host or have been working with a short-term rental business

Benefits

• - A supportive and caring team environment, where you are trusted, not managed
• - Total budget for this role is within US$78,300 - US$106,912 depending on the cost of living in your location
• - Extra incentive into our equity with RSUs through our $HOST token
• - Up to 35 paid days off per year is encouraged (including self-serve public holidays)
• - Paid sick leave and parental leave when needed
• - Mental-health and emotional support with therapists on call through Slack
• - Recognized on Inc.’s list of Best Workplaces for 2023