Staff Customer Support Advocate (North America - Remote)
Core
Champion exceptional customer experiences and provide strategic insights to shape support operations for a SaaS platform enabling Airbnbs to self-rent.
Role type
Staff Customer Support Advocate (Senior IC)
Builds
Customer-facing documentation, AI training data, and team training materials
Domain
SaaS / Short-term rental technology
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Advanced troubleshooting, complex case resolution, strategic project leadership, mentoring, knowledge sharing, content creation
Preferred skills
Experience with short-term rental businesses, Airbnb hosting
Technologies
Email, live chat, Zoom
Responsibilities
Handle complex customer support cases via email, chat, and calls; lead strategic projects to improve customer experience; create educational content; mentor team members; provide product insights to stakeholders
Seniority
Staff, hands-on IC with strategic impact
