Customer Advocate Lead (North America - Remote)
WFA Digital Insight
The demand for skilled customer advocates in the tech industry has surged in recent years, with companies like Hospitable leading the charge. With a strong foundation in customer support and technical troubleshooting, candidates can excel in this role. As the remote job market continues to grow, companies are looking for leaders who can manage distributed teams and drive exceptional customer experiences. In fact, a recent survey found that 75% of customers prefer support teams that can resolve issues quickly and efficiently. Before applying, candidates should be aware of the importance of technical aptitude, strong communication skills, and experience in managing chat support queues.
Job Description
About the Role
The Customer Advocate Lead role at Hospitable is a unique opportunity to lead a remote team of support specialists and deliver exceptional customer experiences. As a key member of the support team, you will be responsible for managing chat support queues, coaching team members, and driving customer satisfaction. With a strong foundation in customer support and technical troubleshooting, you will empower your team to resolve complex issues and provide timely solutions to customers.The role entails working closely with the Director of Support and other support leads to develop and implement strategies that drive customer satisfaction and loyalty. You will also be responsible for maintaining target response times and SLAs, as well as handling technical troubleshooting and customer escalations.
Hospitable is a remote-only company, and as such, you will be working with a distributed team across different time zones. The company values diversity, equity, and inclusion, and is committed to creating a culture that is inclusive and supportive of all team members.
What You Will Do
- Manage queue distribution in the 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
- Handle technical troubleshooting and empower the team to resolve issues that require strong product and systems knowledge
- Review and quality check team's support interactions and documentation
- Train new team members on tools, processes, and product knowledge
- Regularly work in the queue to stay connected to customer needs and model best practices for the team
- Collaborate with the Director of Support and other support leads to develop and implement strategies that drive customer satisfaction and loyalty
- Develop and maintain a deep understanding of the company's products and services
- Identify areas for process improvement and implement changes to increase efficiency and effectiveness
What We Are Looking For
- 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
- 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
- Experience working with distributed teams and managing remote employees
Nice to Have
- Experience specifically in the short-term rental or property management industry
- Knowledge of Excel and other data analysis tools
- Certification in customer support or a related field
- Experience with customer support software and tools
About the Company
Hospitable is a remote-only company that is committed to creating a culture that is inclusive and supportive of all team members. The company values diversity, equity, and inclusion, and is dedicated to building a team that reflects the diversity of its customers. With a strong foundation in customer support and technical troubleshooting, Hospitable is well-positioned to continue to grow and expand its services.Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a remote-only company and manage a distributed team
- Professional development and growth opportunities
- Access to cutting-edge technology and tools
- Collaborative and supportive work environment
- Flexible working hours and remote work arrangements
- Generous PTO and holiday package
- Health and wellness benefits
How to Stand Out
- Make sure to highlight your experience in customer support and technical troubleshooting in your application and during the interview process.
- Be prepared to provide specific examples of how you have improved team metrics and driven customer satisfaction in your previous roles.
- Showcase your ability to work across systems and partner closely with engineering teams to resolve complex issues.
- Emphasize your experience in managing chat support queues and handling customer escalations.
- Demonstrate your knowledge of customer support software and tools, and be prepared to discuss how you have used them in your previous roles.
- Be prepared to discuss your experience working with distributed teams and managing remote employees.
- Show your passion for delivering exceptional customer experiences and driving customer satisfaction and loyalty.
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