• Perform contact center support for federal student loans • Review customer applications for completion and accuracy • Handle processing, reporting and correspondence requests regarding student loans • Complete tasks in a highly productive data entry/processing environment while meeting quality assurance expectations • Utilize internal and external systems to complete requests • Provide exceptional customer service while ensuring highest levels of privacy and security • Assist with borrower program concerns, client requests, operational requests, or compliance concerns • Participate in continuing education programs to stay abreast of changes in federal and state laws and regulations • Demonstrate reliability through attendance and promptness.

tldr; We build software for Airbnbs to rent themselves, with a state-of-the-art product and user experience. 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. 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: https://hsptb.com/hndbk Our customers love the product, provide valuable feedback, and trust us to rapidly help with their problems. Feel free to check out one of our public Town Halls for yourself: https://hsptb.com/twnhll Hospitable.com is a remote-only and fully distributed company. We hire based on timezones, not countries. What you will be working on? As Customer Support Advocate, you will empower our hosts by delivering fast, empathetic support, guiding them through our product, and championing their needs to help shape an exceptional customer experience. - Investigate and troubleshoot complex technical issues for our customers (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) and keep it current with our constantly evolving product. - Act as a "feature champion" to educate the product & engineering teams about users' needs. - Collaborate with the team on best working practices and issue resolution, working alongside Kevin whose favorite fruit is passion fruit. What does the schedule look like? For this position, we are aiming to service customers across European timezones. This role will follow a five-day schedule that includes one weekend day.

• Respond promptly and professionally to customer inquiries via phone, email, or chat • Provide accurate information about products and services to customers • Resolve customer issues in a timely and efficient manner • Follow up with customers to ensure that their issues have been resolved to their satisfaction • Properly and accurately document customer interactions in the organization’s CRM • Adhere to company policies and procedures • Meet or exceed performance targets for related KPIs • Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules • Collaborate with other departments as needed • Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times • Perform other duties as assigned

• Serve as the primary point of contact for customers via chat, email, and phone • Handle customer inquiries and resolve issues with professionalism and confidence • Manage data updates, service requests, and orders accurately within internal systems • Deliver tailored solutions based on customer needs and your expertise • Support multiple customer service projects simultaneously in a dynamic environment • Perform inbound and outbound sales activities, demonstrating strong sales affinity and confidence in customer interactions