Customer Advocate Lead (North America - Remote)

tldr; We build software for Airbnbs to rent themselves, with a state‐of‐the‐art product and user experience. Hospitable.com is a remote‐only and fully distributed company. We hire based on timezones, not countries. Responsibilities 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 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. We're aiming for a first response time of 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 the 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 support leads. 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. Benefits Remote‐only and fully distributed working style. Salary range: US$96,220.80 – 120,614.00 depending on cost of living. For US employees, gross salary could be $81,787 to $102,521. Equity options through the $HOST token (RSU's) up to $54,276.30. Performance Share Units (PSUs) up to $343,016 per year under performance targets. 35 days off per year, including self‐serve public holidays, and parental leave. Complimentary mental health and emotional support via Slack by Spill. Peer recognition platform with virtual coins redeemable via gift cards, donations, or monetary rewards. #J-18808-Ljbffr