Customer Advocate: Mountain, Pacific, or Hawaii-Aleutian Time Zones (PST, MST, HST)

About Buffer

At Buffer, we make social media and brand building software for small businesses, creators, and individuals. Our mission is to provide essential tools to help small businesses get off the ground and grow. Through exceptional customer service and uplifting content, we help our customers believe they can succeed and do good along the way.

We’re a fully distributed team, and we’ve always aimed to do things a little differently at Buffer. Since the early days, we’ve had a focus on building one of the most unique and fulfilling workplaces by rethinking a lot of traditional practices. We also default to transparency, so you can read all about our metrics, and our successes and failures along the way on our Transparency Dashboard.

We hire and work from all over the world. Please note that we do travel to work together in-person once or twice per year, and those events are highly encouraged to build deeper connections among our small team.

We're united by Buffer's values, and we celebrate our unique differences. We strive to create a diverse and inclusive work environment and are building a culture where underrepresented groups are welcome, and can flourish.

About the role

Creating delightful customer connections is part of our DNA at Buffer and it’s something we prioritize across the company. As a Customer Advocate at Buffer, you’ll be on the front lines of helping our customers succeed. You’ll have the opportunity to meet our customers when they need help or when they are looking for advice. We work with small businesses and creators to provide empathetic, timely, and outcomes-focused support via email and social - where we provide outcomes-focused customer support and help them get the most out of Buffer.

You’ll play a critical role in making our support experience exceptionally personal, fast, and informed. You’ll work closely with other Advocates and the rest of the Buffer team to surface customer feedback, troubleshoot issues, and contribute to improvements in both our product and support experience.

Day-to-day, you’ll respond to a wide variety of customer questions—technical, strategic, or product-related—and act as a trusted guide helping them grow on social media with confidence and clarity.

Please note: For this role, we’re specifically looking to hire someone based in Pacific Time (PST), Mountain Time (MST), or Hawaiian Standard Time (HST). Our goal is to strengthen collaboration and coverage across North American time zones. If you’re not currently located in one of these time zones, even if you plan to work those hours, please apply to a future role that aligns with your time zone.

To provide the best experience for our customers, there could be a potential for a weekend schedule at any point throughout your time on the Buffer team (read more here about 4DWWs on the customer support team at Buffer).

What you’ll do

Be part of a small, dedicated support team responsible for delivering exceptional customer support to creators and small businesses with a hospitality mindset that's personal, informed, and fast. You’ll report to a Customer Advocacy manager who reports to our VP of Customer Advocacy.

Take high ownership of customer outcomes — proactively anticipate follow-up questions, go beyond the initial ask to ensure complete resolution, and take initiative to create standout experiences that exceed expectations.

Contribute to shaping Buffer's culture by practicing our values daily, mentoring fellow advocates, sharing knowledge across teams, and leading by example as a customer champion.

Serve as a product expert and creator yourself — use Buffer regularly and maintain your own content creation practice to authentically understand our customers' challenges and opportunities.

Lead customer conversations across the entire journey — from onboarding new users to helping established creators optimize their social media strategy. This includes resolving technical issues, providing strategic guidance, and ensuring every interaction reflects Buffer's hospitality mindset.

Practice continuous improvement — participate in calibration sessions, feedback loops, and team retros to improve the quality and consistency of our customer support.

Collaborate closely with product, engineering, and design to turn customer insights into actionable improvements, scope feature requests, and find the simplest path to solving user problems.

Participate in cross-functional initiatives, including product launches, knowledge sharing sessions, and strategic projects that bridge customer needs with company goals.

Contribute to support documentation — all team members have a hand in improving our Help Center. You'll suggest changes and enhancements to our internal and external documentation to better support both our team and customers.

Helpful Skills and Experience

• You have hands on experience in customer-facing roles — whether in SaaS, e-commerce, or tech support, you've handled complex customer support request from start to finish and understand what it takes to deliver exceptional service consistently.

• You thrive when helping others and are passionate about customer support — other service and hospitality experience where you've built expertise in delighting customers is a plus.

• You have excellent spoken and written English skills with a warm, clear, and concise communication style that makes customers feel heard and valued.

• You're self-motivated, reliable, and curious — you thrive in remote, async environments by asking great questions, seeking to understand root causes, and proactively surfacing meaningful insights that benefit both customers and the team.

• You have a personal stake in content creation and social media — you've used Buffer for at least three months, maintain an active social presence, and understand the daily challenges creators and small businesses face.

• You have strong systems thinking about customer experience, where you look beyond immediate issues, anticipate follow-up questions, and help teams converge on support strategies that serve the long-term relationship.

• You've worked across teams to drive customer experience improvements — whether streamlining support processes, improving documentation, or evolving internal tools that help the entire team serve customers better.

• You're fluent with AI and automation tools — not just for efficiency, but integrating them into how you research solutions, personalize responses, and scale quality support.

• You have experience with support and project management tools and workflows — you're fluent with platforms like Linear, Notion, and AI-powered support tools, and you integrate them naturally into how you troubleshoot, document solutions, and reduce manual effort.

• You have an understanding of how APIs are used and a familiarity with integrations between different tools and services function. You have spent time working with APIs and integrations, either in a business context or for personal use.

• You likely have 4+ years of customer support experience, but depth of impact and genuine passion for helping others matter more to us than a specific timeline.

Hiring process

Here's what the application and interview process for this role look like:

1. Application. When submitting your application and resume, tell us why you want to join Buffer, and take your time. This is your chance to make a strong first impression.

2. Communication and Support Skills Assignment. We'll send you 30-minute asynchronous assignment to help us understand how you show up for customers.

3. Hiring manager interview. Chat with Ross Parmly, the hiring manager for this role, to understand what it takes to work at Buffer. This is an opportunity for both sides to get to know each other and determine whether our expectations align.

4. Role interviews. Interview with a couple of our Customer Advocates focused on your support experience and approach.

5. Interview with the VP of Customer Advocacy. At this stage, you’ll have a chance to discuss your experience and ambitions for a future role at Buffer with our VP of Customer Advocacy, Åsa Nyström.

6. Collaboration period. This is an experimental stage for us where you would work alongside our customer support team on real customer interactions over a few days (fully paid, with flexible timing). The goal is to see how it feels to work together in our support inbox, both for us and for you. You'll meet several Advocates, participate in a collaboration kickoff, get invited to a Slack channel, and collaborate directly on responding to customers in real-time. This hands-on experience will give us both a clear sense of how well we work together in our fast-paced support environment.

7. Meet our CEO or CoS. At the very end, you will have the opportunity to meet with Joel Gascoigne, our CEO, or Carolyn Kopprasch, our Chief of Staff. This is a great chance for you to gain a deeper understanding of Buffer's strategy, values, and work processes.

8. Offer. We wrap it up with an offer and discuss the final details. We would align on the last bits before we make you part of the Buffer team. 💛

At Buffer, we value diversity of experience, and we understand that comes in many forms. We’re dedicated to adding new perspectives to the team. So, if your experience is close to what we’re looking for, please consider applying.

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