Specialty
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The role
The company, a fully distributed company building software for Airbnb hosts, is hiring a staff customer support advocate in North American time zones. About 60 to 70 percent of the time is queue work and the rest is projects that improve the customer experience.
What you will do
- Handle complex cases by email, live chat and troubleshooting calls
- Investigate difficult technical issues with advanced knowledge
- Lead projects such as improving documentation and training the AI solution
- Create educational content, including videos, documents and quizzes
- Advise Product Managers as a product expert
What they ask for
- 7+ years in customer-facing roles, especially SaaS
- Consistently high performance in frontline support
- Advanced troubleshooting of complex technical issues
- Experience balancing daily support with strategic initiatives
- Experience mentoring and running trainings or onboarding
- Based in a North American time zone (GMT-8 to -5), working one weekend day
- Airbnb host or short-term rental experience is a bonus
What they offer
- Pay range of 96,220 to 120,614 dollars depending on location
- Equity through token options with a grant value up to 24,122 dollars
- Extra performance share units tied to business targets
- 35 days off per year and parental leave
- Free mental health support through Spill
- Hired as contractor, or employee in the US, EU or Australia
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