Customer Support Advocate

🕒 April 8

🌲 Oregon – Remote

🌲 Oregon – Remote

💵 $71k - $88.3k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Hospitable.com

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2016

☁️ SaaS

🏠 Real Estate

🛍️ eCommerce

SaaS • Real Estate • eCommerce

Hospitable. com is a provider of advanced vacation rental software designed to automate and simplify property management. It offers a comprehensive range of features including AI-powered guest communication, a unified inbox for managing bookings across multiple channels such as Airbnb, Vrbo, and Booking. com, and a channel manager for calendar synchronization. The platform also includes tools for task management, pricing synchronization, review management, and smart lock integration. Hospitable. com aims to empower property managers to efficiently run their vacation rental businesses while minimizing manual tasks and enhancing guest experiences. Users can also build direct booking websites and access valuable analytics and reporting features to optimize business performance.

📋 Description

• Investigate and troubleshoot complex technical issues for our customers (with the support of the engineering team and our robust tooling). • Onboard customers and answer questions on our product throughout the entire user cycle with live chat, email, and Zoom calls. • Create bug reports to escalate to engineering. • Create video and written content to educate customers (product tours, videos, documentation, FAQ) and keep it current with our constantly evolving product. • Act as a "feature champion" to educate the product & engineering teams about users' needs. • Collaborate with the team on best working practices and issue resolution, working alongside Kevin whose favorite fruit is passion fruit.

🎯 Requirements

• Has 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. • Has a keen eye for detail and eagerness for constant improvement. • Is excited to work with a deeply technical product where learning quickly is part of the job. Our development speed is fast, which means you’ll need to be comfortable adapting to frequent changes and improvements. • Very special kudos if you are an Airbnb host or have been working with a short-term rental business.

🏖️ Benefits

• A supportive, radically transparent, and caring team environment, where you are trusted, not managed—and a culture that is focused on results and output. • The total budget for this role is within US$76,958.00 - $95,700.00 depending on the cost of living in your location. We can hire talent internationally as contractors—or employees if you are based in the United States, the European Union, or Australia, taking into account payroll taxes to determine your gross compensation. This means that the gross salary for US employees could be anywhere between $70,974.17 to $88,258.90. • We also offer options into the company equity through our $HOST token (RSU's), with a grant value of up to $8,700.00, to share in the long-term upside value of the company. • Separately, this role is eligible for up to an additional $281,152.00 per year in Performance Share Units (PSUs). These PSUs do not vest over time and are granted only upon the achievement of clearly defined business performance targets. The size and payout of this award are directly tied to measurable outcomes and are intended to strongly align compensation with company impact. • 35 days off per year, encouraged (including self-serve public holidays) and parental leave. • Complimentary mental health and emotional support with therapists on call through Slack by Spill. • Earn virtual coins through our peer recognition platform and redeem them through gift cards, donations, or monetary rewards.