[Hiring] Customer Advocate Lead @Hospitable

Role Description

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.

• Manage queue distribution in our chat support system and workload across the US support team to maintain target response times and SLAs.
• Aim for a first response time of <5 mins 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.
• Manage 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 (30-40% of your time).
• Report to our Director of Support and work with other support leads.

Qualifications

• 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.

Requirements

• The total budget for this role is within USD$106,912.00 - $132,675.40 depending on the cost of living in your location.
• Gross salary for US employees could be anywhere between $98,641.60 to $122,412.02 depending on the cost of living in your location.
• Options into the company equity through our $HOST token (RSUs), with a grant value of up to $54,276.30.
• This role is eligible for up to an additional USD$346,104.00 per year in Performance Share Units (PSUs).

Benefits

• 35 days off per year, including self-serve public holidays and parental leave.
• Complimentary mental health and emotional support with therapists on call through Slack by Spill.
• Earn virtual coins through our peer recognition platform and redeem them through gift cards, donations, or monetary rewards.