Community Support Advocate – Freelance

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

📋 Description

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

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

• Diagnose product and service issues utilizing internal resources and AI tools before escalation.

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

• Facilitate community discussions by tagging, categorizing, and maintaining topics.

• Foster constructive engagement and peer-to-peer support among hosts.

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

• Oversee and respond to customer interactions across Facebook, YouTube, LinkedIn, Instagram, Reddit, and other public platforms.

• Assess when issues should stay 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 sites.

• Escalate complex, sensitive, or high-risk product and customer matters.

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

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

• Document and convey actionable customer insights.

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

⛳️ Requirements

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

• A minimum of 6 months experience in technical support via email, phone, live chat, or omni-channel support.

• Native-level English proficiency (C2).

• Outstanding written and verbal communication skills.

• Ability to adapt tone and communication style according to customer context.

• Strong problem-solving abilities and attention to detail.

• Experience in reviewing customer data and troubleshooting technical issues.

• Proactive, self-driven communicator who takes initiative.

• A collaborative team player with a good cultural fit.

• Previous experience supporting SaaS platforms or short-term rental/hospitality tools (preferred).

• Experience working with international clients or English-speaking markets (preferred).

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

• Flexibility for graveyard shifts.

• Willingness to work in the APAC or EU timezone based on business needs.

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

• Internet speed of at least 40MBPS.

• Headset with an extended noise-cancelling microphone and webcam.

• Backup computer and internet connection.

• A quiet, dedicated workspace at home.

🏝️ Benefits

• Paid time-off.

• 13th month pay.

• HMO benefits.

• Payment processed via Deel.

• Work-from-home arrangement.

• Candidate-provided computer and backup computer.

• Candidate-provided internet and backup internet connection.

• Headset with noise cancellation and webcam.

• Quiet, dedicated workspace at home.