Customer Support Advocate (North America - Remote)
Core
Empower hosts by delivering fast, empathetic support, guiding them through the product, and championing their needs to shape an exceptional customer experience.
Role type
Senior Customer Support Advocate (Technical)
Builds
Customer success and product feedback loop for a self-rental platform
Domain
B2B SaaS / Short-term rental technology
Deliverable
client delivery
Required skills
Technical troubleshooting, B2B/B2C SaaS support experience, content creation (video/written), product education, cross-functional collaboration
Preferred skills
Airbnb host experience, short-term rental business background
Technologies
Live chat, email, Zoom, internal tooling
Responsibilities
Investigate and troubleshoot complex technical issues; onboard customers via live chat, email, and Zoom; create bug reports for engineering; create educational content (tours, videos, documentation); act as a feature champion to educate product and engineering teams
Seniority
Mid-Senior, hands-on IC