Customer Support Advocate (North America - Remote)

1. About Our Client:The organization develops software designed to enable Airbnb hosts to manage their rentals independently, focusing on delivering a high-quality product and user experience. Operating remotely and fully distributed, the company hires based on time zones rather than countries. It values team diversity across work, life, culture, and experiences. The product receives positive feedback from customers, who trust the organization to address their issues promptly.2. About the Opportunity:The Customer Support Advocate role is focused on empowering hosts by providing fast, empathetic support and guiding them through the product. This position shapes the customer experience by addressing user needs and collaborating with product and engineering teams to enhance the offering. The role supports customers across North American time zones and contributes to improving the product based on user feedback.3. Responsibilities:• Investigate and troubleshoot complex technical issues with engineering support• Onboard customers and answer product questions via live chat, email, and Zoom• Create and escalate bug reports to engineering• Develop and update video and written educational content, including product tours and FAQs• Serve as a feature champion to communicate user needs to product and engineering teams• Collaborate with the team on best practices and issue resolution4. Requirements:• 3+ years of hands-on experience in technical support for B2B or B2C SaaS products• Strong focus on the impact of work on the team and organization• Keen eye for detail and commitment to continuous improvement• Ability to adapt quickly to a rapidly evolving, technical product• Experience as an Airbnb host or in short-term rental business is a plus5. Pay Range and Compensation Package:• The total budget for this role is US$76,958.00 to $95,700.00, varying by cost of living in the candidate''s location• Gross salary for US employees ranges from $70,974.17 to $88,258.90• Equity options available through a $HOST token grant valued up to $8,700.00• Eligible for up to $281,152.00 per year in Performance Share Units (PSUs) based on business performance targets6. Benefits & Perks:• 35 days off per year, including self-serve public holidays and parental leave• Access to mental health and emotional support via therapists on call through Slack by Spill• Peer recognition platform earning virtual coins redeemable for gift cards, donations, or monetary rewardsEqual Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.Note:RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.