At a Glance
- Tasks: Empower Airbnb hosts with fast, empathetic support and troubleshoot technical issues.
- Company: Join a bold, innovative software company focused on enhancing user experience.
- Benefits: Competitive salary, remote work flexibility, and a supportive team culture.
- Other info: Diverse team culture with opportunities for growth and learning.
- Why this job: Make a real impact by shaping exceptional customer experiences in a dynamic environment.
- Qualifications: 3+ years in technical support for SaaS products and a passion for continuous improvement.
The predicted salary is between 60000 - 80000 £ per year.
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.
Our customers love the product, provide valuable feedback, and trust us to rapidly help with their problems. Hospitable.com is a remote-only and fully distributed company. We hire based on timezones, not countries.
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.
For this position, we are aiming to service customers across European timezones. Currently, this role will be working Monday to Friday, although we appreciate flexibility in occasionally covering over the weekends in cases of absence of other teammates. For this position, we are looking to recruit someone in a European time zone. Candidates based in other timezones will not be considered. We’re aiming for a start date no earlier than November 3, 2025.
We're looking for someone who:
- 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.
- Very special kudos if you are an Airbnb host or have been working with a short-term rental business.
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 want to hear from you. 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 and caring team environment, where you are trusted, not managed.
The total budget for this role is within US$78,300 - US$106,912 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.
Remote Customer Support Advocate (Europe - Remote) in Liverpool employer: Hospitable
At Hospitable.com, we pride ourselves on being a remote-first company that champions diversity and fosters a supportive work culture. As a Customer Support Advocate, you'll have the opportunity to make a meaningful impact by empowering our hosts and shaping exceptional customer experiences, all while enjoying flexible working hours across European time zones. With a commitment to employee growth and a collaborative environment, we ensure that every team member feels valued and has the resources to thrive in their role.
StudySmarter Expert Advice🤫
We think this is how you could land Remote Customer Support Advocate (Europe - Remote) in Liverpool
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hospitable. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Hospitable before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Remote Customer Support Advocate (Europe - Remote) in Liverpool
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Hospitable:Your cover letter is your chance to shine! Tell us why you want to work at Hospitable specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Hospitable!
How to prepare for a job interview at Hospitable
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
