Community Support Advocate

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver technical and customer support via Hospitable’s online community platform.

• Address customer inquiries promptly, accurately, and in a friendly manner.

• Troubleshoot product and service challenges using internal resources and AI tools prior to escalation.

• Direct customers to relevant Help Center articles, workshops, and self-service resources.

• Organize community discussions by tagging, categorizing, and managing topics.

• Foster constructive participation and encourage peer-to-peer support among hosts.

• Recognize knowledgeable community members and advocate for community-led assistance.

• Collaborate with the Community Manager to sustain a positive, engaging, and supportive atmosphere.

• Monitor and engage with customer conversations across Facebook, YouTube, LinkedIn, Instagram, Reddit, and other public platforms.

• Assess whether issues should remain public or transition to private support channels.

• Uphold Hospitable’s friendly, helpful, and human brand voice.

• Monitor and reply to customer reviews on Trustpilot, Google, and other review platforms.

• Escalate sensitive or high-risk review scenarios as necessary.

• Forward complex product inquiries, bugs, and customer issues to appropriate internal teams.

• Ensure follow-through on escalated cases to guarantee they reach the correct stakeholders.

• Collaborate with Product, Engineering, Support, and Marketing teams.

• Gather recurring customer feedback, feature requests, and pain points.

• Document and communicate actionable insights to internal teams.

• Identify community trends that could enhance product adoption, support resources, or customer experience.

⛳️ Requirements

• At least 2 years of experience in online community management within online forums or communities.

• A minimum of 6 months of experience in technical support or omnichannel support.

• Native-level English proficiency (C2).

• Outstanding written and verbal communication skills.

• Ability to adapt tone and communication style based on customer context.

• Strong problem-solving abilities and meticulous attention to detail.

• Proactive, self-driven communicator who takes initiative.

• Prior experience with SaaS platforms or short-term rental/hospitality tools is a plus.

• Experience working with international clients or in English-speaking markets is a plus.

• Full weekend availability is required, including Saturday and Sunday.

• Flexibility for graveyard shifts.

• Willingness to work APAC or EU time zones based on business needs.

• A computer with a minimum of 8GB RAM and an Intel i5 or AMD Ryzen 5 processor or higher.

• Internet speed of at least 40 Mbps.

• Headset with an extended noise-canceling microphone and a webcam.

• Backup computer and internet connection.

• A quiet, dedicated workspace at home.

🏝️ Benefits

• Paid time-off.

• 13th month pay.

• HMO benefits.

• Payment is processed via Deel.