Hospitable is a leading software platform for the short-term rental industry, designed to help hosts and property managers automate their operations and grow their businesses. Since its launch in 2016, the platform has evolved from a simple property management system into a powerful toolkit that helps rental hosts automate guest communication, optimize pricing, manage teams, handle bookings, and create direct booking websites. 

Today, Hospitable is a fully remote company with over 120 team members across 31 countries, supporting more than 19,000 hosts who manage nearly 27 million guests every year.  

Role Overview 

Hospitable is looking for a Customer Advocate Lead to guide and support the North American customer support team. In this role, you will ensure customers receive fast and effective assistance while mentoring support team members and improving service processes. 

You will focus on maintaining strong response times, resolving customer issues efficiently, and helping the support team deliver excellent service experiences.  

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.
  
  

Working at Hospitable means helping build technology that simplifies short-term rental management for thousands of hosts worldwide while working in a fully distributed and collaborative team.