Customer Advocate Lead (Remote – North America) | SaaS Customer Support Leadership

Role Overview 

Key Responsibilities 

• Manage the chat support queue and distribute workload across the support team.
  
  
• Ensure response time targets and service level agreements are met.
  
  
• Provide coaching, feedback, and performance reviews for team members.
  
  
• Assist with technical troubleshooting and complex customer issues.
  
  
• Handle customer escalations and high-priority support cases.
  
  
• Review support conversations and documentation to maintain quality standards.
  
  
• Train new support agents on tools, processes, and product knowledge.
  
  
• Spend time directly assisting customers to stay connected with user needs and support best practices.
  
  

Requirements
 

• Experience in SaaS customer support, preferably in a senior or team lead role.
  
  
• Proven ability to manage chat support operations and improve support metrics.
  
  
• Strong technical troubleshooting skills.
  
  
• Excellent communication and leadership abilities.
  
  
• Ability to balance team leadership and hands-on support tasks.
  
  

Preferred Qualifications
 

• Experience in the short-term rental or property management industry.
  
  
• Strong understanding of SaaS platforms and customer support tools.
  
  
• Ability to collaborate effectively with engineering and product teams.
  
  

Benefits
 

• Competitive salary ranging from $96,000 to $120,000 annually depending on location.
  
  
• Equity opportunities through company share programs.
  
  
• Performance-based incentives.
  
  
• 35 days of paid leave per year.
  
  
• Mental health support services.
  
  
• Remote work with a supportive global team culture.