Customer Support Advocate
5+ years
United States
$71k - $95.7k/year
Full-time
Remote
1 month ago
About the role
Swooped is a Talent Platform (not a staffing agency). We are not the employer for this role and do not make hiring decisions. Clicking "Apply" takes you to Swooped to review the role and hiring company details.
About the Opportunity
The organization builds software for Airbnbs to rent themselves, with a state-of-the-art product and user experience. The team is bold, likes risks, and takes on big challenges together. The organization believes in the value of team diversity and seeks candidates from a wide range of backgrounds in their work, life, culture, and experiences.
An Applicant Handbook is available, which provides more information about the company, culture, recruitment process, and operations. Customers love the product, provide valuable feedback, and trust the organization to rapidly help with their problems. Public Town Halls are available for review. This is a remote-only and fully distributed company. Hiring is based on timezones, not countries.
Key Responsibilities
Schedule
For this position, the aim is to service customers across North American timezones. This role will follow a five-day schedule that might include one weekend day to ensure coverage.
Required Qualifications
Benefits
The organization itself is also a product, one that is iterated upon. The goal is to continuously improve and create an environment where everyone loves to work.
The hiring organization is an equal opportunity employer committed to building a diverse and inclusive team.
About the Opportunity
The organization builds software for Airbnbs to rent themselves, with a state-of-the-art product and user experience. The team is bold, likes risks, and takes on big challenges together. The organization believes in the value of team diversity and seeks candidates from a wide range of backgrounds in their work, life, culture, and experiences.
An Applicant Handbook is available, which provides more information about the company, culture, recruitment process, and operations. Customers love the product, provide valuable feedback, and trust the organization to rapidly help with their problems. Public Town Halls are available for review. This is a remote-only and fully distributed company. Hiring is based on timezones, not countries.
Key Responsibilities
- As Customer Support Advocate, you will empower hosts by delivering fast, empathetic support, guiding them through the product, and championing their needs to help shape an exceptional customer experience.
- Investigate and troubleshoot complex technical issues for customers (with the support of the engineering team and robust tooling).
- Onboard customers and answer questions on the 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 the 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.
Schedule
For this position, the aim is to service customers across North American timezones. This role will follow a five-day schedule that might include one weekend day to ensure coverage.
Required Qualifications
- 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 organization.
- 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. The development speed is fast, which means you’ll need to be comfortable adapting to frequent changes and improvements.
- Special consideration will be given to candidates who are an Airbnb host or have been working with a short-term rental business.
Benefits
The organization itself is also a product, one that is iterated upon. The goal is to continuously improve and create an environment where everyone loves to work.
- A supportive, radically transparent, and caring team environment, where individuals 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. Talent can be hired internationally as contractors—or employees if based in the United States, the European Union, or Australia, taking into account payroll taxes to determine gross compensation. This means that the gross salary for US employees could be anywhere between $70,974.17 to $88,258.90.
- Options into the company equity are offered through a token, 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.
- Earn virtual coins through a peer recognition platform and redeem them through gift cards, donations, or monetary rewards.
The hiring organization is an equal opportunity employer committed to building a diverse and inclusive team.
Skills
Customer Service and Business Development