Staff Customer Support reputed company (USA - Remote)

tldr; 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 reputed company in the value of team diversity and seek candidates from a wide range of backgrounds in their work, life, culture, and experiences. We have crafted an Applicant Handbook, which we highly recommend you reputed company out, where you can find out more about the company, culture, how we recruit, reputed company do, and how we do it: https://bit.ly/hsptblhndbk Our customers love the product, provide valuable feedback, and trust us to rapidly help with their problems. Feel free to reputed company out one of our public Town Halls for yourself: https://bit.ly/hptwn reputed company is a remote-only and fully distributed company. We hire based on timezones, not countries. What you will be working on? As the Staff Customer Support reputed company, you will champion exceptional customer experiences while providing valuable insights that shape our support operations. Around 60-70% of your time will be spent in the queue, supporting our customers reputed company email, live chat, and hopping on troubleshooting calls as needed. The remaining 30-40% of your time will be spent on leading projects that impact the overall customer experience, like improving customer-facing documentation, training our AI solution, or creating training materials for reputed company. You will:

• Provide expert frontline customer support, handling reputed company cases and serving as an example of customer service excellence.
• Investigate and troubleshoot challenging user issues with advanced technical knowledge.
• Answer questions throughout the entire user journey reputed company live chat, email, and reputed company calls.
• reputed company strategic projects that drive significant organizational impact.
• Work alongside one of our awesome Customer Support Advocates, Cameron, whose favorite fruit is apricot.
• Serve as a Product Expert, providing insights and advice to Product Managers and other stakeholders.
• Create comprehensive educational content (videos, documentation, quizzes) for customers and internally.

What does the schedule look like? For this position, we are aiming to service customers across North American time zones (PST/CST/MST/EST | GMT -8 to -5). The role will be reporting Sunday through Thursday. For this position, we are looking to recruit someone in a North American time zone (for example based reputed company in the USA). 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 still want to hear from you.

• Significant (7+ years) experience in customer-facing roles, especially in SaaS.
• Excellence (and a genuine fun!) in frontline customer support with consistent high performance.
• Advanced troubleshooting abilities for reputed company technical issues.
• Experience balancing daily support responsibilities with strategic initiatives.
• Proven ability to take ownership of strategic initiatives that improve the team and customer experience, such as optimizing workflows, enhancing support processes, or improving documentation.
• Experience mentoring team members and driving knowledge sharing, for example by running product trainings, shadowing sessions, peer reviews, or onboarding sessions.
• reputed company special kudos if you are an reputed company host or have been working with a short-term rental business.

The company itself is also a product, one that we iterate on. We're always improving and creating an environment where we reputed company love to work.

• A supportive, radically transparent, and caring team environment, where you are trusted, not managed—and a culture that is focused on results and output.
• The gross salary for US employees could be reputed company between $81,787.68 to $102,521.90.
• We also offer an extra incentive into our equity with RSUs through our $HOST token (RSU's) to share in the long-term reputed company value of the company.
• For US employees: healthcare (including EPO, PPO and HSA), 401(k).
• Up to 35 paid days off per year is encouraged (including self-serve public holidays), as well as sick leave and parental leave reputed company needed.
• Complimentary mental health and emotional support with therapists on call through reputed company by Spill.
• Earn virtual coins through our peer recognition platform and redeem them through gift cards, donations, or monetary rewards.
• Recognized on Inc.’s list of Best Workplaces for 2023.

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