Remote SaaS Support Lead | Customer Advocate

Jobgether; Oregon; Hybrid; USD 107,000 - 133,000; Full time

Benefits offered by this job

RSU opportunities

PSU opportunities

35 days off per year

Mental health support

Employee recognition program

Remote-first flexibility

Collaborative culture

Job summary

Jobgether is seeking a Customer Advocate Lead for its remote-first organization to oversee a North American support team. The role blends hands-on technical troubleshooting with leadership, coaching, and performance management to elevate customer experiences.

You will guide support operations, maintain SLAs, and collaborate with engineering to resolve complex issues while fostering a culture of transparency, accountability, and continuous improvement. This is a strategic, high-impact position.

Qualifications

• Senior or lead-level SaaS customer support experience.
• Experience managing live chat queues and workload distribution.
• Strong technical aptitude to troubleshoot software issues with engineering teams.
• Proven ability to mentor, coach, and develop team members.
• Excellent written and verbal communication skills.
• Ability to balance hands-on support with people management.
• Preferred: background in hospitality tech or property management is a plus.

Responsibilities

• Manage support queue distribution and ensure SLA targets.
• Develop and coach team members through reviews and feedback.
• Troubleshoot complex SaaS issues and handle escalations.
• Review interactions for quality and documentation.
• Train new team members on tools, workflows, product.
• Spend 30–40% of time directly assisting customers.
• Collaborate with engineering and leadership to improve support.
• Identify bottlenecks and drive process improvements.

Skills

SaaS customer support

Team leadership

Technical troubleshooting

Communication skills

Prioritization & organization

Customer-centric mindset

Remote work adaptability

Job description

Jobgether is seeking a Customer Advocate Lead for its remote-first organization to oversee a North American support team. The role blends hands-on technical troubleshooting with leadership, coaching, and performance management to elevate customer experiences.

You will guide support operations, maintain SLAs, and collaborate with engineering to resolve complex issues while fostering a culture of transparency, accountability, and continuous improvement. This is a strategic, high-impact position.