Staff Customer Support Advocate

✨ What you’ll be working on

As a Staff Customer Support Advocate, you’ll split your time between direct customer support and higher-impact support projects.

Most of your week will still involve helping customers in the queue answering questions, troubleshooting issues, and jumping on calls when needed. But this role also has a strategic side. You’ll help improve customer education, support workflows, AI training, and internal enablement across the support team.

Your day-to-day work may include:

• Providing frontline support to customers through email, live chat, and Zoom troubleshooting calls
• Handling more complex support cases and serving as a go-to person for tricky issues
• Troubleshooting product problems with a strong technical and product understanding
• Supporting customers throughout their full journey, from day-to-day questions to deeper issue resolution
• Leading support-related projects that improve the customer experience overall
• Helping improve customer-facing documentation, help content, and educational resources
• Creating internal training materials, quizzes, videos, or guides for the support team
• Contributing to AI training and support workflow improvements
• Sharing customer insights and product feedback with product managers and other internal teams
• Acting as a product expert and helping others better understand how the product works

What the schedule looks like

This role supports customers across North American time zones, so the company is looking for someone who can work in PST, MST, CST, or EST-friendly hours.

The role also includes one weekend day, with the schedule likely being either:

• Tuesday to Saturday, or
• Sunday to Thursday

What Hospitable is looking for

This role is best suited for someone who’s already spent a good number of years in customer-facing SaaS support and knows how to balance day-to-day customer work with broader support improvements.

You’ll likely do well here if you’re comfortable handling difficult customer cases, enjoy solving technical problems, and naturally look for ways to make support systems, documentation, and team knowledge better over time.

Required experience

• 7+ years of experience in customer-facing roles, especially in SaaS support
• Strong track record in frontline customer support with consistently high-quality work
• Advanced troubleshooting skills and confidence handling more technical or complex support issues
• Experience balancing direct customer support with strategic support initiatives
• Proven ability to improve support workflows, processes, documentation, or customer experience projects
• Experience mentoring teammates or supporting team development through onboarding, training, peer reviews, shadowing, or knowledge sharing
• Strong written and verbal communication skills across chat, email, and calls

Nice to have

These aren’t required, but they could definitely help:

• Experience in the short-term rental, Airbnb, or hospitality software space
• Firsthand experience as an Airbnb host
• Experience creating support training materials, customer education resources, or internal documentation
• Comfort working with AI tools or helping improve AI-assisted support systems

Why this role stands out

A lot of senior support jobs say they’re “strategic,” but still end up being mostly queue work with a fancier title. This one actually seems to have a real split between frontline support and higher-impact work.

You’ll still be close to customers, which is a good thing if you enjoy support and don’t want to move into a role that’s all meetings and dashboards. But you’ll also get room to work on projects that shape the customer experience at a bigger level  whether that’s improving documentation, training teammates, helping with AI workflows, or feeding product insights back into the company.

If you like support work but also want a role where your ideas and process improvements matter, this looks like a strong one.

Salary and benefits

Hospitable says the total budget for this role is around $96,220 to $120,614 USD, depending on your location and cost of living.

For US-based employees, the gross salary range is listed as roughly $98,641 to $122,412 USD depending on location.

The role may also include:

• Equity / RSUs
• Performance Share Units (PSUs) tied to business outcomes
• Additional upside based on company performance targets

Benefits

• 35 days off per year
• Parental leave
• Mental health and emotional support benefits
• Peer recognition rewards that can be redeemed for gift cards, donations, or cash-style rewards
• Remote-first work environment with a strong focus on trust and autonomy

Important note

Hospitable is looking for someone based in a North American time zone for this role. While the company hires globally, this particular position is meant to support customers across North American hours and includes one weekend workday.