Remote NA Customer Advocate Lead

Kenyan Edu; Northern (KY); Hybrid; USD 107,000 - 133,000; Full time

Benefits offered by this job

Host token RSUs up to $54,276.30

PSUs up to $346,104 per year

35 days off per year

Mental health support via Slack

Peer recognition coins

Job summary

Hospitable is hiring a Customer Advocate Lead for North America to run a remote US support team and deliver exceptional customer experiences. You will manage chat queues, drive metrics, and coach the team to improve response times, resolutions, and CSAT targets.

The role blends hands-on support with leadership, requiring strong technical aptitude and collaboration with engineering. Remote work across North America is supported with a competitive package and equity options.

Qualifications

• Experience in SaaS customer support, including team lead or senior role.
• Proven ability to manage chat queues and improve metrics (response times, CSAT, resolution).
• Strong technical aptitude; investigate product issues; collaborate with engineering.
• Coaching and developing team members; strong interpersonal and feedback skills.
• Strong written and verbal communication for customers and internal teams.
• Ability to balance team management with hands-on support.
• Bonus: experience in short-term rental or property management.

Responsibilities

• Manage queue distribution in our chat support system and workload across the US support team to maintain target response times and SLAs.
• Coach and develop team members through regular 1:1s, performance reviews, and real-time feedback.
• Handle technical troubleshooting and empower the team to resolve issues that require strong product and systems knowledge, as well as managing customer escalations and high-priority issues.
• Review and quality check team's support interactions and documentation.
• Train new team members on tools, processes, and product knowledge.
• Regularly work in the queue to stay connected to customer needs and model best practices for the team.
• You will typically spend 30-40% of your time in the queue.
• You will report to our Director of Support, and work with our other amazing support leads such as Kelly whose favorite fruit is dragon fruit.

Skills

Customer support SaaS

Team leadership

Queue management

Technical troubleshooting

Cross-functional collaboration

Communication skills

Prioritization

Short-term rental/PM experience (bonus

Job description

Hospitable is hiring a Customer Advocate Lead for North America to run a remote US support team and deliver exceptional customer experiences. You will manage chat queues, drive metrics, and coach the team to improve response times, resolutions, and CSAT targets.

The role blends hands-on support with leadership, requiring strong technical aptitude and collaboration with engineering. Remote work across North America is supported with a competitive package and equity options.