Customer Support Advocate

🕒 il y a 2 mois

🌲 Oregon – Distant

🌲 Oregon – Remote

💵 $70 974 - $88 258 / an

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

💝 Support Client

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Hospitable.com

Site WebLinkedInTous les Emplois

11 - 50 employés

Fondée en 2016

☁️ SaaS

🏠 Immobilier

🛍️ eCommerce

SaaS • Real Estate • eCommerce

Hospitable. com est un éditeur de logiciel avancé pour la location saisonnière, conçu pour automatiser et simplifier la gestion de biens. La solution propose un ensemble complet de fonctionnalités, notamment une communication avec les voyageurs basée sur l’IA, une inbox unifiée pour gérer les réservations sur plusieurs canaux tels qu’Airbnb, Vrbo et Booking. com, ainsi qu’un channel manager pour la synchronisation des calendriers. La plateforme inclut également des outils de gestion des tâches, de synchronisation des tarifs, de gestion des avis et d’intégration de smart locks (serrures connectées). Hospitable. com vise à donner aux gestionnaires de biens les moyens d’exploiter efficacement leur activité de location saisonnière tout en minimisant les tâches manuelles et en améliorant l’expérience des voyageurs. Les utilisateurs peuvent aussi créer des sites de réservation directe et accéder à des fonctionnalités précieuses d’analytics et de reporting pour optimiser les performances de leur activité.

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.

🎯 Exigences

• 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.

🏖️ Avantages

• 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.