ApplyStaff Customer Support Advocate (USA - Remote)
Posted 2 months agoViewed
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💎 Seniority level: Staff, 7+ years
📍 Location: United States, Canada, PST, CST, MST, EST
💸 Salary: 96220.8 - 120614.0 USD per year
🔍 Industry: SaaS
🏢 Company: Hospitable.com👥 51-100💰 $1,022,154 almost 2 years agoHospitalityVacation RentalSoftware
🗣️ Languages: English
⏳ Experience: 7+ years
🪄 Skills: Communication SkillsProblem SolvingCustomer serviceRESTful APIsMentoringDocumentationTrainingTroubleshootingTechnical supportCustomer supportCustomer SuccessSaaS
Requirements:
- Significant (7+ years) experience in customer-facing roles, especially in SaaS.
- Excellence (and a genuine fun!) in frontline customer support with consistent high performance.
- Advanced troubleshooting abilities for complex technical issues.
- Experience balancing daily support responsibilities with strategic initiatives.
- Proven ability to take ownership of strategic initiatives that improve the team and customer experience, such as optimizing workflows, enhancing support processes, or improving documentation.
- Experience mentoring team members and driving knowledge sharing, for example by running product trainings, shadowing sessions, peer reviews, or onboarding sessions.
Responsibilities:
- 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.
- 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.
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