Customer Advocate Lead, SaaS Technical Support (North America - Remote)

tldr; We build software for Airbnbs to rent themselves, with a state-of-the-art product and user experience.

We are bold, like risks, and take on big challenges together. We believe in the value of team diversity and seek candidates from a wide range of backgrounds in their work, life, culture, and experiences. We have crafted an Applicant Handbook, which we highly recommend you check out, where you can find out more about the company, culture, how we recruit, what we do, and how we do it: https://hsptb.com/hndbk

Our customers love the product, provide valuable feedback, and trust us to rapidly help with their problems. Feel free to check out one of our public Town Halls for yourself: https://hsptb.com/twnhll

Hospitable.com is a remote-only and fully distributed company. We hire based on timezones, not countries.

What you will be working on?

As the Customer Advocate Lead, you will lead and empower our US support team to deliver an exceptional customer experience.

Your first priority will be to hit consistent response times. We have a pretty solid foundation and our passionate team excels at delivering great experiences with our current processes—maintaining an average CSAT of 87%. We’re looking for someone who can take what’s working and make it even better.

To accomplish this, you will:

Manage queue distribution in our chat support system and workload across the US support team to maintain target response times and SLAs. We're aiming for a first response time of <5mins for live chat and a total resolution time of 12h.

Coach and develop team members through regular 1:1s, performance reviews, and real-time feedback.

Handle technical troubleshooting and empower the team to resolve issues that require strong product and systems knowledge, as well as managing customer escalations and high-priority issues.

Review and quality check team's support interactions and documentation.

Train new team members on tools, processes, and product knowledge.

Regularly work in the queue to stay connected to customer needs and model best practices for the team. You will typically spend 30-40% of your time in the queue.

You will report to our Director of Support, and work with our other amazing support leads such as Kelly whose favorite fruit is dragon fruit.

Requirements

• For this position, we are looking to recruit someone in any of the US time zones. Candidates in countries outside of such time zones will not be considered.
• If you're hesitant to apply for this position because you feel that you don't meet this list of qualifications fully, don't worry! We still want to hear from you.
• Experience in customer support in the SaaS industry, including experience as a team lead or in a senior role.
• Proven track record of managing chat support queues and improving team metrics (response times, customer satisfaction, resolution rates).
• Strong technical aptitude, with proven ability to investigate complex SaaS product issues, work across systems, and partner closely with engineering.
• Experience coaching and developing team members, with strong interpersonal and feedback skills.
• Strong written and verbal communication skills for both customer and internal interactions.
• Ability to balance competing priorities between team management and hands-on support work.
• Very special kudos if you have experience specifically in the short-term rental or property management industry.