Remote SaaS Customer Advocate Lead

Jobgether; United States; Remote; USD 107,000 - 133,000; Full time

Benefits offered by this job

Competitive compensation

RSUs potential

PSUs potential

Generous time off

Mental health support

Employee recognition program

Remote-first flexibility

Collaborative culture

Job summary

Jobgether is seeking a Customer Advocate Lead for a remote-first SaaS environment. The role focuses on leading a customer support team across North American time zones, combining hands-on technical troubleshooting with leadership to improve satisfaction and product success.

You will oversee queues, coach staff, and collaborate with engineering to resolve complex issues while maintaining strong service standards. This position emphasizes autonomy, remote work, and measurable outcomes.

Qualifications

• Experience in SaaS customer support, ideally in a senior or leadership role.
• Proven ability to lead a support team and manage performance.
• Strong written and verbal communication to explain complex tech clearly.

Responsibilities

• Manage support queue distribution and workload to meet SLAs.
• Lead and coach team members with regular performance reviews.
• Troubleshoot complex SaaS issues and escalate when needed.
• Ensure quality via documentation and process adherence.
• Train new hires on tools, workflows, and product features.
• Spend 30–40% of time handling direct customer inquiries.
• Collaborate with engineering and other stakeholders to improve support.
• Identify bottlenecks and implement improvements in response times.

Skills

SaaS support

Team leadership

Technical troubleshooting

Customer communication

Prioritization & organization

Job description

Jobgether is seeking a Customer Advocate Lead for a remote-first SaaS environment. The role focuses on leading a customer support team across North American time zones, combining hands-on technical troubleshooting with leadership to improve satisfaction and product success.

You will oversee queues, coach staff, and collaborate with engineering to resolve complex issues while maintaining strong service standards. This position emphasizes autonomy, remote work, and measurable outcomes.