资深客户支持倡导者（北美洲）
Staff Customer Support Advocate (North America)
我们为Airbnb打造软件，帮助它们自行出租，拥有最先进的产品和用户体验。
我们敢于冒险，共同迎接重大挑战。我们重视团队多样性，寻求来自不同背景的候选人，包括工作、生活、文化与经验等方面。我们编写了《申请人手册》，强烈建议您查阅，其中包含更多关于公司、文化、招聘方式、我们的工作内容及方式的信息：[https://hsptb.com/hndbk](https://hsptb.com/hndbk)
我们的客户喜爱该产品，提供有价值的反馈，并信任我们迅速解决他们的问题。您可以自行查看我们的其中一个公开社区会议：[https://hsptb.com/twnhll](https://hsptb.com/twnhll)
Hospitable.com 是一家**仅远程办公**且**完全分布式**的公司。我们根据时区招聘，而非国家。
#### 你将从事什么工作？
作为高级客户支持倡导者，你将推动卓越的客户体验，同时提供有价值的见解，塑造我们的支持运营。
大约60-70%的时间你将处理客户请求，通过电子邮件、在线聊天支持客户，必要时参与故障排查电话。
剩余的30-40%时间你将领导影响整体客户体验的项目，例如改进面向客户的文档、培训我们的AI解决方案或创建团队培训材料。
你将：
- 提供专业的前线客户支持，处理复杂案例，并成为客户服务卓越的典范。
- 利用高级技术知识调查并解决复杂的用户问题。
- 通过在线聊天、电子邮件和Zoom通话解答整个用户旅程中的问题。
- 领导能带来重大组织影响的战略项目。
- 与我们出色的客户支持倡导者Dee一起工作，她最喜欢的水果是石榴。
- 担任产品专家，向产品经理和其他相关方提供见解和建议。
- 为客户和内部人员创建全面的教育内容（视频、文档、测验）。
#### 工作时间安排是怎样的？
对于此职位，我们希望覆盖北美时区（PST/CST/MST/EST | GMT -8到-5）。该职位需要在一周中的某一天进行值班，可以选择周二至周六或周日到周四。
查看英文原文
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: [https://hsptb.com/hndbk](https://hsptb.com/hndbk)
Our customers love the product, provide valuable feedback, and trust us to rapidly help with their problems. Feel free to check out one of our public Town Halls for yourself: [https://hsptb.com/twnhll](https://hsptb.com/twnhll)
Hospitable.com is a **remote-only** and **fully distributed** company. We hire based on timezones, not countries.
#### What you will be working on?
As the Staff Customer Support Advocate, you will champion exceptional customer experiences while providing valuable insights that shape our support operations.
Around 60-70% of your time will be spent in the queue, supporting our customers via email, live chat, and hopping on troubleshooting calls as needed.
The remaining 30-40% of your time will be spent on leading projects that impact the overall customer experience, like improving customer-facing documentation, training our AI solution, or creating training materials for our team.
You will:
- Provide expert frontline customer support, handling complex cases and serving as an example of customer service excellence.
- Investigate and troubleshoot challenging user issues with advanced technical knowledge.
- Answer questions throughout the entire user journey via live chat, email, and Zoom calls.
- Lead strategic projects that drive significant organizational impact.
- Work alongside one of our awesome Customer Support Advocates, Dee, whose favorite fruit is Pomegranate.
- Serve as a Product Expert, providing insights and advice to Product Managers and other stakeholders.
- Create comprehensive educational content (videos, documentation, quizzes) for customers and internally.
#### What does the schedule look like?
For this position, we are aiming to service customers across North American time zones (PST/CST/MST/EST | GMT -8 to -5). The role will be reporting on one weekend day, either Tuesday-Saturday or Sunday-Thursday.
For this position, we are looking to recruit someone in a North American time zone (for example based anywhere in the USA).
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 still want to hear from you.
- Significant (7+ years) experience in customer-facing roles, especially in SaaS.
- Excellence (and a genuine fun!) in frontline customer support with consistent high performance.
- Advanced troubleshooting abilities for complex technical issues.
- Experience balancing daily support responsibilities with strategic initiatives.
- Proven ability to take ownership of strategic initiatives that improve the team and customer experience, such as optimizing workflows, enhancing support processes, or improving documentation.
- Experience mentoring team members and driving knowledge sharing, for example by running product trainings, shadowing sessions, peer reviews, or onboarding sessions.
- Very special kudos if you are an Airbnb host or have been working with a short-term rental business.
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, 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$96,220.80 - $120,614.00 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 $98,641.60 to $122,412.02 depending on the cost of living in your location.
- We also offer options into the company equity through [our $HOST token](https://invest.hospitable.com/) (RSU's), with a grant value of up to $24,122.80, to share in the long-term upside value of the company.
- Separately, this role is eligible for up to an additional USD $343,016.00 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](https://www.spill.chat/).
- Earn virtual coins through our peer recognition platform and redeem them through gift cards, donations, or monetary rewards.