Remote US Customer Experience Lead — Support & Coaching

Hospitable.com; United States; Remote; USD 81,787 - 102,521; Full time

Benefits offered by this job

Company equity options

35 days off per year

Mental health support

Job summary

A leading SaaS company is seeking a Customer Advocate Lead to manage the US support team and enhance the customer experience. In this remote role, you'll focus on maintaining response times while coaching team members. Ideal candidates will have experience in customer support and strong technical abilities. The position offers a salary between $81,787 and $102,521 with benefits like 35 days off per year and mental health support.

Qualifications

• Experience in customer support in the SaaS industry.
• Proven track record of managing chat support queues.
• Strong technical aptitude for complex SaaS product issues.
• Experience coaching and developing team members.

Responsibilities

• Lead the US support team to deliver exceptional customer experiences.
• Manage queue distribution and maintain target response times.
• Coach and develop team members through regular feedback.
• Handle technical troubleshooting and customer escalations.
• Review team's support interactions for quality assurance.

Skills

Customer support experience

Technical aptitude

Coaching and developing team members

Strong written and verbal communication

Managing chat support queues

Job description

A leading SaaS company is seeking a Customer Advocate Lead to manage the US support team and enhance the customer experience. In this remote role, you'll focus on maintaining response times while coaching team members. Ideal candidates will have experience in customer support and strong technical abilities. The position offers a salary between $81,787 and $102,521 with benefits like 35 days off per year and mental health support.