Senior Customer Support Advocate – North America Remote – Empowering Hosts with Fast, Empathetic, Technical Support for an Innovative SaaS Platform

About brighthush

brighthush is a trailblazing SaaS company that empowers short‑term rental hosts to manage their properties with ease and confidence. By combining cutting‑edge technology with a user‑centric design, we help hosts automate booking, pricing, and communication, turning their listings into fully autonomous, revenue‑maximizing assets. Our product is built for speed, reliability, and scalability, and our community of hosts trusts us to resolve any issue—fast, friendly, and with a personal touch.

Why brighthush?

At brighthush, we believe that great products are built by great people. We are bold, we take calculated risks, and we tackle big challenges together. Diversity is not just a buzzword for us; it’s a core value that fuels creativity, innovation, and empathy. We welcome candidates from all walks of life—different cultures, backgrounds, and experiences—because we know that a diverse team leads to better solutions for our hosts.

Our culture is built on radical transparency, trust, and results. You’ll find a supportive, caring environment where you’re trusted to own your work, not micromanaged. We provide a wealth of learning resources, mentorship, and opportunities to grow—whether you’re a seasoned support professional or a fresh graduate looking to make an impact.

Role Overview

As a Customer Support Advocate at brighthush, you will be the frontline champion for our hosts across North America. Your mission is to deliver lightning‑fast, empathetic support, guide hosts through every stage of their journey, and advocate for their needs within the product and engineering teams. You’ll help shape an exceptional customer experience that keeps hosts coming back and recommending brighthush to their peers.

Key Responsibilities

• Technical Troubleshooting: Investigate and resolve complex technical issues using our robust tooling and close collaboration with engineering.
• Customer Onboarding: Guide new hosts through the entire user cycle via live chat, email, and Zoom calls, ensuring a smooth transition from sign‑up to active listing.
• Bug Reporting: Create detailed bug reports and work with engineering to prioritize and track fixes.
• Content Creation: Produce engaging video tutorials, written guides, FAQs, and product tours that evolve with our platform.
• Feature Champion: Act as the bridge between hosts and product teams, translating user feedback into actionable product enhancements.
• Process Improvement: Collaborate with the support squad to refine best practices, streamline workflows, and elevate overall service quality.
• Team Collaboration: Work closely with teammates—including Kevin, our resident “passion fruit” enthusiast—to foster a culture of continuous improvement.

Schedule & Availability

To provide seamless coverage across North America, this role follows a five‑day schedule that may include one weekend day. We prioritize flexibility and respect for work‑life balance while ensuring hosts receive timely assistance.

What We’re Looking For

We understand that not every candidate will tick every box. If you’re passionate, curious, and eager to learn, we still want to hear from you. Below are the essential and preferred qualifications that help us identify the right fit.

Essential Qualifications

• 3+ years of hands‑on experience in technical support for a B2B or B2C SaaS product.
• Strong empathy and a genuine desire to help hosts succeed.
• Exceptional attention to detail and a commitment to continuous improvement.
• Comfortable working in a fast‑paced, constantly evolving technical environment.
• Excellent communication skills in English, both written and verbal.

Preferred Qualifications

• Experience as an Airbnb host or in the short‑term rental industry.
• Familiarity with property management software or booking platforms.
• Experience creating educational content (videos, docs, FAQs).
• Knowledge of data analytics tools (e.g., Google Analytics, Mixpanel).
• Previous exposure to remote-first, distributed teams.

Skills & Competencies

• Technical troubleshooting and problem‑solving.
• Customer‑centric mindset with a focus on delight.
• Strong written and verbal communication.
• Collaboration and cross‑functional teamwork.
• Adaptability and resilience in a dynamic environment.
• Proficiency with support tools (Zendesk, Intercom, etc.) and collaboration platforms (Slack, Notion).

Career Growth & Learning Opportunities

At brighthush, your career path is designed to grow with you. We offer:

• Mentorship from senior engineers, product managers, and customer success leaders.
• Access to a curated library of courses, webinars, and industry conferences.
• Regular performance reviews that focus on skill development and career goals.
• Clear progression tracks from Support Advocate to Senior Advocate, Team Lead, or Product Champion.
• Opportunities to contribute to product roadmaps and influence the future of the platform.

Work Environment & Culture

brighthush is a fully remote, distributed company that hires based on time zones, not borders. Our team spans North America, Europe, and Australia, and we celebrate the unique perspectives each member brings. We foster:

• Radical transparency: open communication, shared goals, and transparent decision‑making.
• Trust‑based autonomy: you’re trusted to own your work and deliver results.
• Inclusive collaboration: diverse voices are heard and valued.
• Continuous learning: we invest in your growth through training, conferences, and peer learning.

Compensation & Benefits

We believe in rewarding impact. While the exact figure depends on your location and role type (employee vs. contractor), the base salary range for this position is:

• US employees: $70,974.17 – $88,258.90 (gross).
• International contractors: competitive market rates adjusted for local cost of living.

In addition to base pay, we offer:

• Equity options through our $HOST token (RSU’s) with a grant value of up to $8,700.00.
• Performance Share Units (PSUs) up to $281,152.00 per year, awarded upon meeting clearly defined business targets.
• 35 days of paid time off per year, including self‑serve public holidays and parental leave.
• Complimentary mental health support via therapists on call through Slack by Spill.
• Peer recognition platform: earn virtual coins and redeem them for gift cards, donations, or monetary rewards.

How to Apply

Ready to join a team that values innovation, empathy, and impact? Click the link below to submit your application and become a key player in shaping the future of short‑term rental hosting.