Specialty
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The role
The company makes software for short-term rental hosts and is hiring a Customer Advocate Lead for its US support team. The company is fully remote and hires by time zone; applicants must be in a US time zone.
What you will do
- Manage queue distribution in chat support to hold response targets (first response under 5 minutes on live chat, resolution within 12 hours)
- Coach team members through 1:1s, reviews and real-time feedback
- Troubleshoot technical issues and handle escalations and high-priority cases
- Review the quality of support interactions and documentation
- Train new team members on tools, processes and product
- Work in the queue 30 to 40% of the time
What they ask for
- Located in a US time zone; candidates outside US time zones are not considered
- SaaS customer support experience, including as a team lead or senior
- Track record managing chat queues and improving response time, CSAT and resolution
- Technical aptitude to investigate complex SaaS issues and work with engineering
- Experience coaching and developing team members
- Strong written and verbal communication
- Short-term rental or property management experience is a bonus
What they offer
- Equity through RSUs in the company's token
- Performance share units tied to business targets
- 35 days off per year, plus parental leave
- Mental health support with on-call therapists
- Contractor or employee hiring depending on location
This is our own short reading of the posting. The full description, and anything that has changed since, is on the employer's careers page behind the apply button.