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Customer Support Advocate, Asia-Pacific

    tldr; We build software for Airbnbs to rent themselves, with a state-of-the-art product and user experience.

    We have crafted an Applicant Handbook, which we highly recommend you check out, where you can find out more about the company, culture, how we recruit, what we do, and how we do it.

    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 them with more of their problems.

    What you will be working on?

    Investigate and troubleshoot user issues (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).
    Act as a “feature champion” to educate the product & engineering teams about users’ needs and pain points.
    Collaborate with the team on best working practices and issue resolution.

    What does the schedule look like?

    For this position, we are aiming to service customers between 09:00 and 18:00 UTC+8, more or less 2 hours.

    We also need this person to be available to cover 4 hours on a weekend day (morning or afternoon, at discretion). Availabilities on weekend are a shared team effort.

    There will be 2 consecutive rest days, to be defined at the discretion of the successful candidate.

    Requirements

    For this position, we are looking to recruit someone in the Asia-Pacific time zones (for example based in the Philippines, Australia, Indonesia, New Zealand, Singapore, Hawai, South Korea, or Japan…). Candidates in countries outside of the Asia-Pacific region will not be considered.

    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.

    Caring about the impact your work has on your team and the company.
    2-3 years of hands-on experience working in B2B (or B2C!) Saas.
    Attention to detail and eagerness for constant improvement.
    Very special kudos if you are an Airbnb host or have been working with a short-term rental business.

    Benefits

    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.
    Competitive compensation, slightly adapted to your location. For this role, the maximum cash compensation according to our salary grid is $87,000 (for a candidate based in a high-cost-of-life city such as San Francisco or New York).
    We want to offer options into the company equity through our $HOST token. When this can be implemented, there would be a grant contemplated for this position (not tied to location).
    Up to 35 paid days off per year is encouraged (including self-serve public holidays), as well as sick leave and parental leave when needed.
    Mental-health and emotional support with therapists on call through Slack.

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