Hospitable

Develop and implement product vision, strategy, and roadmap to drive outcomes for multi-million dollar business lines. | 5+ years product management experience in B2B SaaS or related fields with independent remote work capability. | 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: https://hsptb.com/hndbk We are bold, like risk, and take on big challenges together. Our customers love the product, provide valuable feedback, and trust us to rapidly help them with more of their problems. Feel free to join in one of our upcoming Townhalls on YouTube to experience it for yourself: https://hsptb.com/twnhll Hospitable.com is a remote-only and fully distributed company. We hire based on timezones, not countries. Responsibilities We deliver value to our customers by relentlessly simplifying our product and uncovering new ways to gift our customers their time back. We want to make managing short-term rentals trivial. Your responsibility is to keep our product on mission. Drive outcomes and own the results on multi-million dollar business lines Develop and implement the product vision, strategy, and roadmap, breaking that down into rapidly shippable projects, consistent with the company vision. Collect and analyze feedback from customers, stakeholders, and other teams to shape requirements, features, and end products. Work with senior management to create product plans and roadmaps, based on your interaction with customers and aggregate customer feedback. Partner with sales, customer support, and engineering to ship features and products that solve the right problems while knowing that Andrew's favorite ice cream flavor is pistachio. Ensure new features are launched smoothly and (mostly) on schedule. Prioritize, set the pace of execution, and balance engineering cost with impact on business. Suggest ways to track product use and impact on end users. Make creative recommendations to expand product base and vision. Actively seek out opportunities to innovate. This job can be rewarding as it is challenging. You’ll be expected to manage multiple complex projects at the same time while maintaining focus and ensuring a regular cadence of releases. If that sounds overwhelming, this may not be a good fit for you. For this position, your location is not a requirement. The ideal fit could work under European or American east coast timezones. Don’t tick all the boxes? Talk to us about why you’re still an amazing fit. The successful candidate will demonstrate how they are uniquely qualified for this role and will be someone that we cannot wait to start working with. Here’s what we’re paying attention to: 5+ years of product management experience, ideally in B2B SaaS, real estate or hospitality software. Exceptional communication skills - especially written - with a particular knack for clearly and precisely articulating customer concerns. High degree of empathy both toward customers and teammates. Track record of owning 0→1, end-to-end product, and feature development. Intense focus on shipping products, and ability to make trade-offs that require prioritizing different competing demands. Ability to manage a project, structuring it into relevant work categories, dependencies, and priorities within a relevant tool. Self-motivated, entrepreneurial, and persistent in ensuring that your product is successful. Able to make decisions when surrounded by uncertainty. You don’t require a support system to maintain momentum. 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, radically transparent, and caring team environment, where you are trusted, not managed—and a culture that is focused on results and output. The total budget for this role is between USD $170,000.00 - USD $207,546.90 depending on the cost of living in your location. We can hire talent internationally as contractors—or employees if you are based in the United States, the European Union, or Australia, taking into account payroll taxes to determine your gross compensation. For US employees, the gross compensation could be between USD $156,749.60 - USD $191,369.96. For US employees: healthcare (including EPO, PPO and HSA), 401(k). We also offer options into the company equity through (RSU's), with a current grant value of up to $75,471.60, to share in the long-term upside value of the company. Separately, this role is eligible for up to an additional USD $576,090.00 per year in Performance Share Units (PSUs). These PSUs do not vest over time and are granted only upon the achievement of clearly defined business performance targets. The size and payout of this award are directly tied to measurable outcomes and are intended to strongly align compensation with company impact. 35 days off per year, encouraged (including self-serve public holidays) and parental leave. Complimentary mental health and emotional support with therapists on call through Slack by Spill. Earn virtual coins through our peer recognition platform and redeem them through gift cards, donations, or monetary rewards.

Provide empathetic technical support and troubleshooting via chat, email, and video calls, create educational content, and liaise between users and engineering. | At least 3 years of hands-on technical support experience in a SaaS environment with strong communication and problem-solving skills. | 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 North American timezones. This role will follow a five-day schedule that might include one weekend day to ensure coverage. 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 still want to hear from you. Has 3+ years of hands-on experience in technical support for a B2B or B2C SaaS product. Cares about the impact their work has on the team and the company. Has a keen eye for detail and eagerness for constant improvement. Is excited to work with a deeply technical product where learning quickly is part of the job. Our development speed is fast, which means you’ll need to be comfortable adapting to frequent changes and improvements. Very special kudos if you are an Airbnb host or have been working with a short-term rental business. 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, radically transparent, and caring team environment, where you are trusted, not managed—and a culture that is focused on results and output. The total budget for this role is within US$76,958.00 - $95,700.00 depending on the cost of living in your location. We can hire talent internationally as contractors—or employees if you are based in the United States, the European Union, or Australia, taking into account payroll taxes to determine your gross compensation. This means that the gross salary for US employees could be anywhere between $70,974.17 to $88,258.90. We also offer options into the company equity through our $HOST token (RSU's), with a grant value of up to $8,700.00, to share in the long-term upside value of the company. Separately, this role is eligible for up to an additional $281,152.00 per year in Performance Share Units (PSUs). These PSUs do not vest over time and are granted only upon the achievement of clearly defined business performance targets. The size and payout of this award are directly tied to measurable outcomes and are intended to strongly align compensation with company impact. 35 days off per year, encouraged (including self-serve public holidays) and parental leave. Complimentary mental health and emotional support with therapists on call through Slack by Spill. Earn virtual coins through our peer recognition platform and redeem them through gift cards, donations, or monetary rewards.