Australia Customer Support Guide (12 month contract)

About Hipcamp

Hipcamp is the #1 app to find and book campsites, from national parks to blueberry farms. Hipcamp unifies the world’s best camping options across peaceful private spots, iconic public lands, and well-equipped campgrounds to create one app that has everywhere you want to camp. Hipcamp has grown into a community of over 7 million campers who use the app to explore all of their options in one place—tent sites, RV spots, or glamping—and find the perfect site to match their camping style. Each year, Hipcamp helps millions of campers sleep happily under the stars, boosting local economies and biodiversity along the way.

About the role

Hipcamp is looking for a Support Guide to help support the thousands of outdoors trips that are happening each month on the platform. Support Guides are the front line of the Hipcamp community, the people campers and Hosts rely on when they need help with a booking, their listing, or a technical issue. Support Guides need to be critical thinkers with both personal and technical troubleshooting skills to be equipped to address the many topics the team is handling.

As product experts, Support Guides answer questions via phone, email, and social media with curiosity and empathy. Having both strong written and verbal skills are highly important. This role is a great fit for someone with a couple of years of support experience who wants to grow skills related to hospitality and technical issues. Our global team is fully remote, and we have strong systems in place to support each other and stay aligned across many time zones.

What you'll do

• Work through our queue of camper and Host tickets across phone, email, and social media. 
• Become an expert on the Hipcamp platform to help with challenges related to bookings, payments, refunds, cancellations, listing creation, and our policies so you can troubleshoot independently and explain the "why" behind an answer. 
• De-escalate frustrated or upset community members 
• Investigate issues end to end: reproduce the problem, gather the details, and file clear bug reports and feedback for our Product teams
• Hit goals that relate to ticket quality (ex: tone, answered correctly) and productivity (number of tickets solved).
• Work with your manager to identify areas for improvement for yourself, the team, and the product. Support Guides are on the front lines and their intel about our community’s challenges help determine the future of Hipcamp.
• Leverage AI tools to research answers, diagnose bugs, analyze data trends, and more as these tools keep evolving.

Qualifications

• 2+ years of customer service experience, ideally in a high-volume support environment
• Strong written communication that can be adapted to the type of customer you’re assisting 
• Comfort and confidence on the phone, past experience with hospitality based phone support is a big plus
• Genuine empathy for community members and the challenges they run into, paired with the judgment to hold a policy line when it's the right call
• A track record of working autonomously where you dig for answers, use available tools, and know when to ask for help
• Sharp attention to detail when jumping in and out of multiple tickets
• Interest in being an internal advocate for our user community
• Familiarity with Slack, Zendesk, Asana, and Google Workspace, or the confidence and interest to pick them up quickly
• A reliable high-speed internet connection and a quiet space to take calls
• Enthusiasm for joining a remote, global team spread across Australia, the Philippines, and the United States

Bonus points for:

• Experience supporting a multi-sided marketplace, travel, or hospitality product
• Familiarity with camping, glamping, RVs, or public lands
• Having camped with us before!

Schedule and how we work

• Five shifts per week for a total of 38 hours, Tuesday–Saturday. You can choose your start time and lunch break that we’ll schedule on our team calendar. We can support you starting earlier or later occasionally, but our team does have regularly scheduled shifts. 
• Flexibility matters on this team. Expect occasional shift swaps and coverage during seasonal busy periods. You are expected to be available during our busy holiday period of December 20 - Jan 9. The team shares