Lead Customer Support Advocate

Summary

Join Hospitable.com, a remote-only, fully distributed company, as their Lead Customer Support Advocate! You will lead and empower the US support team to deliver exceptional customer experiences, focusing on maintaining consistent response times and high customer satisfaction. This role involves managing team workload, coaching and developing team members, handling complex escalations, and collaborating with engineering. The ideal candidate possesses experience in SaaS customer support, team leadership, and improving support metrics. Hospitable.com offers a supportive team environment, competitive salary based on location, company equity options, generous paid time off, and mental health support.

Requirements

• Experience in customer support in the SaaS industry, including experience as a team lead or in a senior role
• Proven track record of managing support queues and improving team metrics (response times, customer satisfaction, resolution rates)
• Excellent problem-solving abilities and technical aptitude to handle complex customer issues
• Experience coaching and developing team members, with strong interpersonal and feedback skills
• Data-driven mindset with experience using support metrics to make operational improvements
• 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

Responsibilities

• Manage queue distribution and workload across the US support team to maintain target response times and SLAs
• Coach and develop team members through regular 1:1s, performance reviews, and real-time feedback
• Handle complex customer escalations and high-priority issues
• Support team members with technical troubleshooting and customer communication
• Review and quality check team's support interactions and documentation
• Collaborate with engineering on critical bugs and feature requests
• Train new team members on tools, processes, and product knowledge
• Create and optimize support processes and documentation to reduce friction for customers
• Regularly work in the queue to stay connected to customer needs and model best practices for the team

Preferred Qualifications

Experience specifically in the short-term rental or property management industry

Benefits

• The total budget for this role is between $96,220.80 to $106,912.00 depending on the cost of living in your location
• We can hire talent internationally as contractors—or employees if you are based in the United States, the European Union, or Australia, taking into account payroll taxes to determine your gross compensation
• For US employees, this means the gross salary could be anywhere between $81,787.68 to $90,875.20
• We also offer options into the company equity through our $HOST token (not tied to location)
• 35 days off per year, encouraged (including self-serve public holidays) and parental leave
• Mental-health and emotional support with therapists on call through Slack by Spill