Hospitable is looking for a Customer Advocate Lead (North America - Remote) to lead and empower our US support team. Your first priority is to hit consistent response times and improve upon an already solid foundation for an exceptional customer experience.
What You'll 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 requiring strong product and systems knowledge.
- Manage customer escalations and high-priority issues.
- Review and quality check the team's support interactions and documentation.
- Train new team members on tools, processes, and product knowledge.
- Regularly work in the queue (30-40% of your time) to stay connected to customer needs and model best practices.
What We're Looking For
- Experience managing a customer support team in a fast-paced environment.
- Proven ability to coach, develop, and motivate team members.
- Strong technical troubleshooting skills and the ability to learn complex systems.
- Excellent communication skills for handling escalations and providing feedback.
- Operational mindset focused on achieving SLAs and improving response times.
- Willingness to actively participate in support work to stay connected to customer needs.
Team & Environment
You will report to the Director of Support and work closely with other support leads.
Work Mode
This is a remote position open to candidates located anywhere in North America.
Hospitable is an equal opportunity employer. We are bold, like risks, and take on big challenges together. We believe in the value of team diversity and seek candidates from a wide range of backgrounds.
