Remote SaaS Customer Advocate Lead

Hospitable; EUA; Teletrabalho; USD 82 000 - 121 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Salary range: US$96,220.80–US$120,614

Equity option via HOST token

35 days off per year

Mental-health support

Inc. Best Workplaces 2023

Resumo da oferta

Hospitable is a remote-only, fully distributed company building software for Airbnbs. We hire by time zones, not countries.

The Customer Advocate Lead will guide our US support team to deliver outstanding experiences, driving faster response times and high CSAT. You will coach, troubleshoot, and empower the team, maintaining SLAs and ensuring top-quality customer interactions while collaborating with the Director of Support.

Qualificações

• Experience in customer support for SaaS, including a team lead or senior role.
• Proven track record of managing chat/support queues and improving metrics.
• Strong technical aptitude to investigate complex product issues and partner with engineering.
• Experience coaching and developing team members, with strong interpersonal skills.
• Excellent written and verbal communication for customers and internal teams.
• Ability to balance people management with hands-on support work.
• Bonus if you have short-term rental or property management exposure.

Responsabilidades

• Manage queue distribution in the chat support system across the US team to hit target response times and SLAs.
• Coach and develop team members through regular 1:1s, reviews, and feedback.
• Handle technical troubleshooting and empower the team to resolve issues with product knowledge and escalations.
• Review and quality-check team interactions and documentation.
• Train new team members on tools, processes, and product knowledge.
• Allocate 30–40% of time to queue work to stay connected with customer needs.
• Report to the Director of Support and collaborate with other support leads.

Conhecimentos

SaaS support

Team leadership

Queue management

Coaching

Communication skills

Technical aptitude

Short-term rental experience

Descrição da oferta de emprego

Hospitable is a remote-only, fully distributed company building software for Airbnbs. We hire by time zones, not countries.

The Customer Advocate Lead will guide our US support team to deliver outstanding experiences, driving faster response times and high CSAT. You will coach, troubleshoot, and empower the team, maintaining SLAs and ensuring top-quality customer interactions while collaborating with the Director of Support.