Community Support Advocate - Freelance, Remote (PH)

Magic
Philippines
Workplace: RemoteFull timeUSD 7 - 7 hourlyFunction: Product ManagementExperience: 2+ yearsSkills: ["Communication","Problem-solving","Attention to detail","Self-motivation","Cultural fit"]

Provide responsive technical and customer support to short-term rental hosts through an online community platform. Manage and moderate community discussions, coordinate public social channel support, and monitor reviews to protect the brand voice. Troubleshoot issues with internal resources and AI tools, escalate complex cases, and collaborate cross-functionally with Product, Engineering, Support, and Marketing. Gather recurring feedback and trends to inform product and support improvements.

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Magic
Magic
6 hours ago

Community Support Advocate - Freelance, Remote (PH)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Provide responsive technical and customer support to short-term rental hosts through an online community platform. Manage and moderate community discussions, coordinate public social channel support, and monitor reviews to protect the brand voice. Troubleshoot issues with internal resources and AI tools, escalate complex cases, and collaborate cross-functionally with Product, Engineering, Support, and Marketing. Gather recurring feedback and trends to inform product and support improvements.
Location: Philippines
Workplace: Remote
Employment Type: Full time
Job Function: Product Management
Seniority: Mid level

Key Responsibilities

  • •Provide technical and customer support through Hospitable’s online community platform, responding accurately and quickly while guiding users to self-service resources when appropriate.
  • •Manage community discussions by tagging and categorizing topics, encouraging constructive peer-to-peer engagement, and coordinating with the Community Manager to maintain a positive environment.
  • •Monitor and respond to customer conversations across public channels (Facebook, YouTube, LinkedIn, Instagram, Reddit), using the right escalation path to private support when needed.
  • •Monitor customer reviews on Trustpilot, Google, and other platforms; respond professionally and escalate sensitive or high-risk situations.
  • •Escalate complex product questions and bugs to internal teams, follow through on cases, and compile customer insights and trends to share with Product, Engineering, Support, and Marketing.

Pay and Benefits

Salary: USD 7 hourly
Perks:Paid LeaveAnnual BonusHmo

Key Requirements

  • •2+ years managing online communities or forums, including social media communities or similar environments.
  • •6+ months of technical support experience via email, phone, live chat, or omni-channel support.
  • •Native-level English proficiency (C2) with exceptional written and verbal communication skills.
  • •Proven ability to adjust communication tone and style to match customer context (professional to personable).
  • •Strong problem-solving skills and attention to detail when troubleshooting and reviewing customer data.
Experience:2+ years
Skills:CommunicationProblem-solvingAttention to detailSelf-motivationCultural fit
Languages:English

Company Brief

Magic
Provides on‑demand dedicated virtual executive assistants and concierge services for businesses and executives, matching clients with trained remote assistants and AI-enabled support to handle administrative, sales, and personal tasks.
Industry: Professional Services
Company Size: Large (251 to 1,000 employees)
Revenue: USD 50M to 100M
Growth: Growth Stage Startup
Funding: Series A
Headquarters: San Francisco, United States
Founded: 2015
Glassdoor
Glassdoor: 3.3
WebsiteLinkedInGlassdoor