Job Overview

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.

Required Qualifications:

Minimum of 2 years experience in online community management through online forums or communities (Social media pages, forums)
Minimum 6 months of experience in technical support (email, phone, live chat) or omni-channel support. Preference for assistants who have worked in a tech company.
Native-level English proficiency (C2) with exceptional written and verbal communication skills
Proven ability to adjust tone and communication style based on customer context—from professional to personable
Strong problem-solving skills and attention to detail when reviewing customer data and troubleshooting technical issues
Proactive, self-motivated communicator who takes initiative and demonstrates strong cultural fit with collaborative teams
Prior experience supporting SaaS platforms or short-term rental/hospitality tools (nice to have)
Experience working with international clients or English-speaking markets (nice to have)

Schedule:

Full weekend availability required (Saturday and Sunday) with graveyard shift flexibility. Must be willing to work APAC or EU timezone based on business needs.

Compensation & Benefits:

Equipment: