Customer Advocate, Buffer
$75.8-110.9k
+ Offers Equity
Notion
Mid and Senior level
Remote from US
More information about location
Social media management platform
Be an early applicant
Social media management platform
21-100 employees
B2CB2BSocial Media
Be an early applicant
$75.8-110.9k
+ Offers Equity
Notion
Mid and Senior level
Remote from US
More information about location
21-100 employees
B2CB2BSocial Media
Company mission
To provide essential tools to help small businesses get off the ground and grow. Through exceptional customer service and uplifting content, helping businesses believe they can succeed and do good along the way.
Role
Who you are
- 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.
- 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
What the job involves
- 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
- 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
- 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
Application process
- 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
- Communication and Support Skills Assignment. We'll send you 30-minute asynchronous assignment to help us understand how you show up for customers
- 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
- Role interviews. Interview with a couple of our Customer Advocates focused on your support experience and approach
- 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
- 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
- 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
- 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. 💛
Our take
Buffer is a social media management platform helping businesses and individuals drive meaningful engagement on their social media accounts. With a suite of products designed for publishing, engagement, analytics, and team collaboration, Buffer is integrated with some of the biggest social media channels, including Facebook, Instagram, LinkedIn, and TikTok.
It acts as an all-in-one stop for social media planning, scheduling and managing, and when comparing the platform to its competitors, Buffer claims to offer the most value for money, making it the perfect platform for creators of all sizes looking to manage their social media and grow their audience without draining their time.
Buffer is a private and independent company that's now been operating for over 14 years. True to their philosophy of doing things a little differently, Buffer has been remote since its early years, it also intentionally maintains a small team of around 75 employees, publishes all employee salaries publicly, and operates on a four-day work week.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
15% employee growth in 12 months
Glassdoor (4.2)
Trustpilot (2)
Company
Funding (2 rounds)
Oct 2014
$3.5m
SERIES A
Dec 2011
$0.4m
ANGEL
Total funding: $3.9m
Company benefits
- Work remotely: Live and work wherever you like!
- 4-Day workweeks: Our schedule is four workdays, with a flexible, meeting-free fifth day for overflow tasks or personal time as you see fit
- Health insurance: We offer health insurance for all of our team members, international or US
- Home office setup: Get a laptop + $500 to set up your home office!
- 'Growth mindset' fund: Extra money for learning and development
- Minimum vacation: At least 3 weeks/year!
- Profit sharing: When the company does well, all team members share the profits!
- Family leave: 16 weeks of family leave for all parents, fully paid
- Retreats: When we can, we meet in person for company get-togethers
- Working smarter stipend: Get some extra cash for a co-working space or a coffee shop work
- Free books and Kindle: Get a free Kindle and all the free books - digital, physical, and audio - you like, anytime
- Sabbaticals: Take a 6-week break, fully paid, after every 5 years with Buffer
- 401(k): With 3% company match
Company values
- Default to transparency
- Improve consistently
- Be a no-ego doer
- Show gratitude
- Choose optimism
- Reflect to unblock
Company HQ
Pacific Heights, San Francisco, CA
Leadership
Joel Gascoigne
(CEO)Graduated from the University of Warwick with a Masters of Engineering and Computing Science.
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