Customer Support Advocate
New
H
HospitableSaaS / Vacation Rental
North America, North American timezonesFull-TimeMiddle
SalaryUSD 76958 - 95700 / year
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Job Details
- Experience
- 3+ years
- Required Skills
- SaaSTroubleshootingTechnical support
Requirements
- 3+ years of hands-on experience in technical support for a B2B or B2C SaaS product.
- Strong attention to detail and a commitment to constant improvement.
- Ability to learn a deeply technical product quickly.
- Comfortable adapting to frequent product changes and fast development cycles.
- Previous experience as an Airbnb host or working with a short-term rental business is a plus.
- Alignment with team results and company impact.
Responsibilities
- Deliver fast, empathetic support to customers via live chat, email, and Zoom.
- Investigate and troubleshoot complex technical product issues.
- Onboard new customers and provide ongoing support throughout the user lifecycle.
- Create and maintain technical documentation, product tours, and FAQ content.
- Draft and escalate bug reports to the engineering team.
- Serve as a feature champion to advocate for user needs to the product and engineering teams.
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