Remote NA Customer Advocate Lead - Elevate Support

Mosaec; Northern (KY); Hybrid; USD 99,000 - 122,000; Full time

Benefits offered by this job

Remote-first company

Competitive salary in USD

HOST token equity (RSUs)

PSUs bonus program

35 days off per year

Mental health support

Job summary

Hospitable.com is hiring a Customer Advocate Lead to guide the US support team and deliver an outstanding customer experience. You will drive first-response times under five minutes for live chat and ensure a twelve-hour total resolution window, while coaching staff and handling escalations across the product.

You will report to the Director of Support and collaborate with other leads. The role is remote-only with a flexible US-based timezone requirement, offering equity opportunities and strong

Qualifications

• Experience in customer support in the SaaS industry with leadership experience.
• Proven track record of managing chat queues and improving team metrics.
• Strong technical aptitude to investigate SaaS product issues with engineering.
• Experience coaching and developing team members with feedback skills.
• Excellent written and verbal communication for customer and internal use.

Responsibilities

• Lead and empower the US support team to deliver exceptional customer experiences.
• Hit consistent response times with target first response <5 mins and 12h resolution.
• Coach team members through regular 1:1s and performance reviews.
• Handle escalations and complex product issues with cross-functional partners.
• Review and quality check interactions and documentation; train new members.
• Spend 30-40% of time in the queue to stay connected to customer needs.

Skills

Customer support leadership

SaaS knowledge

Chat support management

Team coaching

Metrics optimization

Written communication

Job description

Hospitable.com is hiring a Customer Advocate Lead to guide the US support team and deliver an outstanding customer experience. You will drive first-response times under five minutes for live chat and ensure a twelve-hour total resolution window, while coaching staff and handling escalations across the product.

You will report to the Director of Support and collaborate with other leads. The role is remote-only with a flexible US-based timezone requirement, offering equity opportunities and strong