We build software for Airbnbs to rent themselves, with a state-of-the-art product and user experience. As a Customer Support Advocate, you will empower hosts by delivering fast, empathetic support, guiding them through the product, and championing their needs to shape an exceptional customer experience.
What You'll Do
- 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
Team & Environment
- Bold culture that embraces risk
- Team that takes on big challenges together
- Belief in the value of team diversity
- Seeking candidates from a wide range of backgrounds in their work, life, culture, and experiences
Work Mode
Remote role open to candidates in European timezones. This is a five-day schedule that includes one weekend day.
We are an equal opportunity employer and welcome candidates from all backgrounds. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
