Customer Support●€2,700–€2,900 + bonuses

We're hiring a Customer Advocate

Join us in helping our customers build successful online marketplace businesses.

About Sharetribe

Sharetribe makes the best marketplace software solution in the world. Our mission is to democratize platform ownership by making it possible for anyone to build a successful marketplace business.

Our product combines the best of no-code and custom development: we help founders launch their marketplace ideas quickly without any coding, and add unique features through custom development as their business grows.

We’ve been around since 2011, and a profitable company since 2021. We’re a team of 20 people from 11 different nationalities. While our comfy home office is in downtown Helsinki, you’ll have full freedom to choose where you work.

As a part of our team, you’ll have a real impact. Marketplaces powered by our software are used by millions of people in more than 100 countries. The majority of our 1,000+ customers are solo founders or small teams building platforms that make better use of existing resources, like reselling, rentals, and services. Our steward-owned company structure ensures that Sharetribe will always remain fully controlled by its working team. We're fully funded by the revenue from our customers, and plan to keep it that way.

We value integrity, candor, kindness, purpose before profit, and balance. At Sharetribe, you won’t have to sacrifice your well-being to make a real difference in the world; you can have both.

About the job

Our customers entrust their entire business on Sharetribe, and our Customer Advocates’ role is to help them make the most of our product. This is a big responsibility that we take seriously: almost all our customer reviews highlight the amazing quality of our customer service.

As our company and customer base continue to grow, we’re looking for an empathetic people-person to help us be there for our customers. This happens through answering messages on our Intercom-based chat system as well as through calls, writing articles and tutorials, and by sharing our insights with the rest of our team to help them develop and market Sharetribe better.

You’ll join a team that shares your high standards for world-class customer service and supports you in living up to them in a way that maintains a good work-life balance. Here’s what your work will look like during your first months at Sharetribe:

Answering written messages and having video calls with customers: Help customers evaluate if Sharetribe is a good fit for their idea and figure out ways to implement their desired workflows. Debug and solve their issues; connect customers with developers; and record and share customer feedback.
Writing and updating Help Center articles: Make sure our help content is informative and up to date.
Helping develop our customer service processes: Improve and add saved replies and discuss improvements to our support operations.
Technical operations: Perform backend operations in our product using the Command line and billing system interface to complete customer requests.

As you get more settled, you’ll have the chance to diversify your work and grow your role into a direction that suits your skills and interests. This could mean:

Working with our Expert Network: Help our developer partners build their consultancy business within the Sharetribe ecosystem.
Working with Product Marketing: Use your customer insights and Sharetribe knowledge to support our product marketing efforts.
Working with Product Management: Learn more about how we develop Sharetribe and be the connector between customer feedback and product management.
Support team management: While we don’t have too many people managers at Sharetribe, support operations require a degree of oversight that presents an opportunity if you want to develop your management skills.
Taking on new initiatives: Sharetribe’s work to help customers is constantly evolving and new opportunities emerge for Customer Advocates to grow their skillset. You can use your insights to propose, develop, and implement new initiatives to improve our customers’ experience.

About you

Here are skills and qualities that you need to be successful and enjoy working as a Customer Advocate at Sharetribe:

The ability to put yourself into other people’s shoes. We’re looking for someone who enjoys working with and helping people and genuinely wants to see our customers succeed.
Excellent communication and problem-solving skills. You know how to explain complex things clearly and to adjust your message to suit the recipient’s unique context. Sometimes, you’ll need to ask lots of questions, dig deeper, and ping several colleagues to find the answers, and we hope this sounds like something you’d genuinely enjoy.
Excellent written and verbal English skills. Our official working language and the language we use to communicate with our customers is English. Finnish or Swedish skills aren’t required.
Ability and interest to learn. We expect you to grow into your role and learn new things quickly and continuously. (Which also means this could be a great role for someone in the early stages of their career or doing a career pivot.)
Curiosity for technology. You don’t need to arrive with advanced technical skills, but you should be comfortable learning about how our software works on the technical level and use lots of different SaaS tools.
Ability to work evenings and weekends. You’ll mostly work during office hours, but as we have a growing global customer base to support seven days a week, everyone in the support team does regular evening and weekend shifts. On average, this typically means one evening shift (16–24) per week and one weekend shift (around 4–6 hours on both Saturday and Sunday) per month.
Flexible and self-managed working style. Your tasks will vary from reacting to customers’ inquiries and problems and working in support collaboratively to (eventually) planning and executing projects independently. While you’ll always have your colleague’s support to lean on, our flat organizational structure means learning how to manage your own work is critical.
Alignment with our values. We appreciate diversity of background and opinion, but there’s one area where alignment is important: our core values. If they resonate strongly with you, we’d love to hear from you.

Bonus if you come to us with:

Prior customer service experience
Prior experience in working in tech
Additional language skills beside English
Entry-level technical skills (e.g. you know how to use the command line, how Databases or API’s work, or even know a bit of HTML and CSS)

Perks and compensation

The base starting salary for this role is between €2,700 and €2,900 per month. On top of this come the evening and weekend bonuses as defined by Finnish regulation, plus an additional €150 bonus per weekend shift. A typical total monthly compensation, bonuses included, is between €3,000 and €3,250.

Our salaries are fully transparent (everyone in the team knows each other’s salary), and we check them every year according to this process, which takes into account job market developments and individual contribution and growth.

In addition to giving you the chance to have a positive impact in the world in a balanced way, we’ve designed a set of perks with the goal of helping you enjoy life on and off the clock.

10 days extra time off when you join (on top of the holidays you accumulate according to the Finnish worktime legislation)
10 days extra paid parental leave (currently, that means 80 days total for the birthing parent and 40 days for the non-birthing parent)
Work from the location of your choice (we have a comfy office in downtown Helsinki but you can also work fully remotely if that’s what you prefer!)
Generous health care package (including an annual dental care budget, short-term psychotherapy, and gynecologist appointments without referral)
(Home) office setup & device budget
Learning budget
Team evenings, company cottage trips, and get-togethers with the Customer Advocacy team
Lunch benefit

Meet the team

Yifan Dong

Customer Advocate

Oana Järvenpää

Customer Advocate

Vesa Vahermaa

Customer Advocate

Thomas Rocca

Customer Advocate Team Lead

Luis Rodríguez

Customer Advocacy Guild Lead

Hiring process for this role

During the application process, you’ll typically have the chance to meet with four to six Sharetribe team members, including but not limited to people you’ll work closest with. We believe that a diverse hiring team helps us both make the best possible hiring decision and offer you an informative and psychologically safe applicant experience.

Submit your application and resume. We have an anonymous first-step hiring process which means we’ll review your application without information related to your gender, age, or nationality (there’ll be instructions on how to fill in the application in the application form).
Introductory video call. Meet the person leading the hiring process and one close colleague. If we think it's a good fit, you’ll be invited to an introductory call where we’ll talk about your experience and interest in the open position and answer your questions about Sharetribe.
Skills assessment/test. You'll get to experience how the life of a customer advocate at Sharetribe looks like by answering a few common customer support questions.
Second video call. Meeting with the person leading the hiring process and two other colleagues. We’ll discuss your possible skills assessment submission and talk more about your experience, skills, and expectations for the role.
Job offer. Welcome to Sharetribe! We’ll send you a formal job offer, and once you accept, the onboarding process begins with completing the necessary paperwork, ordering your work equipment, and agreeing on the schedule of welcoming you to the team.