客户支持倡导者（北美洲）
Customer Support Advocate (North America)
我们为Airbnb打造软件，帮助它们自助出租，拥有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法的信息：[https://hsptb.com/hndbk](https://hsptb.com/hndbk)
我们的客户喜爱我们的产品，提供有价值的反馈，并信任我们快速解决他们的问题。您可以自行查看我们的公开“城镇会议”：[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。
#### 你将负责什么？
作为客户支持倡导者，你将通过快速、富有同理心的支持，指导客户使用我们的产品，并代表他们的需求，以帮助塑造卓越的客户体验。
- 在工程团队和我们强大的工具支持下，调查并解决客户的复杂技术问题。
- 通过实时聊天、电子邮件和Zoom通话，在整个用户周期中对客户进行引导并回答产品相关问题。
- 创建错误报告并提交给工程团队。
- 制作视频和书面内容来教育客户（产品导览、视频、文档、常见问题解答），并保持与我们不断演进的产品同步。
- 作为“功能倡导者”，向产品和工程团队传达用户的需求。
- 与团队协作制定最佳工作实践和问题解决方案，与喜欢百香果的Kevin一起工作。
#### 工作时间安排是怎样的？
对于这个职位，我们希望覆盖北美时区的客户。该职位将采用五天工作制，可能包括一天周末以确保覆盖。
如果您因为觉得自己不符合这份职位的所有要求而犹豫是否申请，请不要担心！我们仍然希望收到您的简历。
- 有3年以上在B2B或B2C SaaS产品中的技术支持相关工作经验。
- 关注自己的工作对公司和团队的影响。
- 注重细节，渴望持续改进。
- 对与深度团队合作充满热情。
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 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 North American timezones. This role will follow a five-day schedule that might include one weekend day to ensure coverage.
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.
- 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.
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$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](https://invest.hospitable.com/) (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](https://www.spill.chat/).
- Earn virtual coins through our peer recognition platform and redeem them through gift cards, donations, or monetary rewards.