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Customer Advocate Lead (North America - Remote)

5 months, 2 weeks ago
United States
Full-time
Lead
Customer Success Manager
Customer and Technical Support
Apply Now
Hospitable

Hospitable

Hospitable.com (formerly Smartbnb) is the top vacation rental software offering automation for short-term rental owners and managers on platforms like Airbnb, Booking.com, and Vrbo. Trusted by over 230,000 listings worldwide, it democratizes technology...

Consumer Services
11-50
Founded 2016
$4M raised
View All Jobs 10

Description

  • Lead and empower the US support team to deliver an exceptional customer experience.
  • Manage chat support queue distribution and workload to maintain response-time and SLA targets.
  • Coach team members through 1:1s, performance reviews, and real-time feedback.
  • Handle technical troubleshooting and customer escalations, including high-priority issues.
  • Review and quality check support interactions and documentation.
  • Train new team members on tools, processes, and product knowledge.
  • Work in the support queue regularly to stay connected to customer needs and model best practices.
  • Partner with engineering and other internal teams to resolve complex product issues.

Requirements

  • Experience in customer support within the SaaS industry, including a team lead or senior role.
  • Proven track record of managing chat support queues and improving metrics such as response times, customer satisfaction, and resolution rates.
  • Strong technical aptitude with the ability to investigate complex SaaS product issues and work across systems.
  • Experience coaching and developing team members with strong interpersonal and feedback skills.
  • Strong written and verbal communication skills for customer and internal communication.
  • Ability to balance competing priorities between team leadership and hands-on support work.
  • Availability to work in any US time zone; candidates outside US time zones will not be considered.
  • Experience in the short-term rental or property management industry is a strong plus.

Benefits

  • Total compensation budget of US$96,220.80–$120,614.00, based on cost of living.
  • Gross salary for US employees of approximately $81,787–$102,521 depending on location.
  • Equity upside through $HOST token RSUs with a grant value of up to $54,276.30.
  • 35 days off per year, including self-serve public holidays.
  • Parental leave.
  • Complimentary mental health and emotional support through therapists on call via Slack/Spill.
  • Peer recognition rewards redeemable for gift cards, donations, or monetary rewards.
  • Remote-only, fully distributed work environment with contractor or employee options in the US, EU, or Australia.

Interested in this position?

Apply directly on the company website

Apply Now

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