About this role
About the Opportunity Our client is a leading property management SaaS platform that empowers short-term rental hosts, co-hosts, and property managers to automate their operations across major booking channels like Airbnb, VRBO, and Booking.com. They provide an all-in-one solution featuring AI-powered guest communication, smart pricing, direct booking tools, and seamless integrations with smart home devices. Trusted by over 30,000 users worldwide, they're rapidly expanding their support team to maintain their reputation for reliability and exceptional customer care. Why does this role exist? The Community Support Advocate role exists to strengthen the relationship between Hospitable and its host community by providing responsive, human-centered support across public channels where customers seek help, share feedback, and engage with the brand. This role ensures that hosts receive timely and accurate assistance, that community discussions remain organized and valuable, and that customer insights are continuously fed back into Product, Engineering, Support, and Marketing teams to improve the overall customer experience. By fostering peer-to-peer engagement, protecting Hospitable’s friendly and helpful brand voice, and guiding users toward effective self-service resources, the role helps create a supportive, scalable community that drives customer satisfaction, retention, and long-term product adoption. Tasks and Responsibilities Community Support & Customer Assistance Provide technical and customer support through Hospitable’s online community platform. Respond to customer questions in a timely, accurate, and friendly manner. Troubleshoot product and service issues using internal resources and AI tools before escalating. Guide customers toward relevant Help Center articles, workshops, and self-service resources when appropriate. Community Management & Engagement Keep community discussions organized by tagging, categorizing, and maintaining topics. Encourage constructive participation and peer-to-peer support among hosts. Help identify knowledgeable community members and promote community-led assistance. Work with the Community Manager to maintain a positive, engaging, and supportive environment. Social Media & Public Channel Support Monitor and respond to customer conversations across Facebook, YouTube, LinkedIn, Instagram, Reddit, and other public platforms. Determine when issues should remain in public channels and when they should be moved to private support channels. Maintain Hospitable’s friendly, helpful, and human brand voice across all public interactions. Review & Reputation Management Monitor customer reviews on Trustpilot, Google, and other review platforms. Respond professionally to reviews and escalate sensitive or high-risk situations when necessary. Issue Escalation & Cross-Functional Collaboration Escalate complex product questions, bugs, and customer issues to the appropriate internal teams. Follow through on escalated cases to ensure they reach the right stakeholders. Collaborate with Product, Engineering, Support, and Marketing teams on customer-related issues and improvements. Customer Insights & Feedback Reporting Collect recurring customer feedback, feature requests, and pain points. Document and communicate actionable insights to internal teams. Identify trends within the community that may improve product adoption, support resources, or customer experience.