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Staff Customer Support Advocate

Staff Customer Support Advocate

New
J
JobgetherSaaS
Based in the United States, North American time zonesFull-TimeStaff
SalaryFor US-based employees, the stated gross salary range is approximately $98,641.60–$122,412.02 annually, depending on location and applicable payroll taxes. Eligibility for restricted stock units (RSUs), with a stated grant value of up to $24,122.80. Eligibility for additional performance share units (PSUs), with a stated potential annual value of up to $343,016, tied to defined business performance targets and not time-based vesting.
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Job Details

Experience
At least 7 years of experience in customer-facing roles
Required Skills
Customer serviceMentoringSaaSCustomer support

Requirements

  • Have at least 7 years of experience in customer-facing roles; SaaS experience is preferred.
  • Demonstrate a strong track record of high-quality frontline customer support and consistently high performance.
  • Bring advanced technical troubleshooting skills and the ability to resolve complex customer issues.
  • Balance day-to-day support demands with strategic projects and longer-term priorities.
  • Have experience owning improvements to support processes, workflows, customer-facing documentation, or service quality.
  • Be able to mentor colleagues and facilitate knowledge sharing through training, peer reviews, shadowing, or onboarding.
  • Have communication, problem-solving, collaboration, and organizational skills.
  • Work remotely within a North American time zone and accommodate a schedule of Tuesday–Saturday or Sunday–Thursday, including one weekend day.
  • Experience as an Airbnb host or in the short-term rental industry is a plus.

Responsibilities

  • Deliver frontline customer support, handling complex cases across the customer journey.
  • Investigate and troubleshoot technical issues through email, live chat, and video calls.
  • Lead initiatives to improve customer satisfaction, support workflows, and operational efficiency.
  • Share customer feedback and actionable product insights with product managers and internal stakeholders.
  • Develop educational resources, including videos, documentation, quizzes, and internal training materials.
  • Mentor colleagues and encourage knowledge sharing to improve team performance, onboarding, and support consistency.
  • Balance daily customer support with longer-term projects to improve the customer experience.
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For US-based employees, the stated gross salary range is approximately $98,641.60–$122,412.02 annually, depending on location and applicable payroll taxes. Eligibility for restricted stock units (RSUs), with a stated grant value of up to $24,122.80. Eligibility for additional performance share units (PSUs), with a stated potential annual value of up to $343,016, tied to defined business performance targets and not time-based vesting.
Apply Now