Customer Support Executive

tldr; We build software for Airbnbs to rent themselves, with a state-of-the-art product and user experience. We are bold, like risks, and take on big challenges together. We believe in the value of team diversity and seek candidates from a wide range of backgrounds in their work, life, culture, and experiences. We have crafted an Applicant Handbook, which we highly recommend you check out, where you can find out more about the company, culture, how we recruit, what we do, and how we do it: Our customers love the product, provide valuable feedback, and trust us to rapidly help with their problems. Feel free to check out one of ourpublic Town Hallsfor yourself: Hospitable.comis a remote-only and fullydistributed company. We hire based on timezones, not countries. What you will be working on? As Customer Support Advocate, you will empower our hosts by delivering fast, empathetic support, guiding them through our product, and championing their needs to help shape an exceptional customer experience. 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. What does the schedule look like? For this position, we are aiming to service customers across European timezones. Currently, this role will be working Monday to Friday, although we appreciate flexibility in occasionally out with coverage over the weekends in cases of absence of other teammates. For this position, we are looking to recruit someone in a European time zone. Candidates in based in other timezones will not be considered. We're looking for someone who: 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. If you're hesitant to apply for this position because you feel that you don't meet this list of qualifications fully, don't worry! We want to hear from you. The company itself is also a product, one that we iterate on. We're always improving and creating an environment where we all love to work. A supportive and caring team environment, where you are trusted, not managed. The total budget for this role is within US$78,300 - US$106,912 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. We also offer an extra incentive into our equity with RSUs through our $HOST token . Up to 35 paid days off per year is encouraged (including self-serve public holidays), as well as paid sick leave and parental leave when needed. Mental-health and emotional support with therapists on call through Slack. Recognized on Inc.’s list of Best Workplaces for 2023 .