Hospitable

Customer Advocate Lead (North America - Remote)

United States · Senior

Sponsorship not specified$30k-$40kDetected 191 days ago

Performance ManagementCustomer SupportCommunicationMentoring

About the role

We believe in the value of team diversity and seek candidates from a wide range of backgrounds in their work, life, culture, and experiences.
Feel free to check out one of our public Town Halls for yourself: https://hsptb.com/twnhll Hospitable.com is a remote-only and fully distributed company.
We hire based on timezones, not countries.

tldr; We build software for Airbnbs to rent themselves, with a state-of-the-art product and user experience.
As the Customer Advocate Lead, you will lead and empower our US support team to deliver an exceptional customer experience.
Manage queue distribution in our chat support system 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.
Review and quality check team's support interactions and documentation.
You will report to our Director of Support, and work with our other amazing support leads such as Kelly whose favorite fruit is dragon fruit.
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.

Separately, this role is eligible for up to an additional USD$346,104.00 per year in Performance Share Units (PSUs).

We also offer options into the company equity through our $HOST token (RSU's), with a grant value of up to $54,276.30, to share in the long-term upside value of the company.

We are bold, like risks, and take on big challenges together.
We're looking for someone who can take what's working and make it even better.
For this position, we are looking to recruit someone in any of the US time zones.

This listing is sourced directly from Hospitable's careers page and normalized into a canonical job model.