Hospitable is hiring a Customer Advocate Lead to lead and empower our US support team, delivering an exceptional customer experience for our SaaS product in the short-term rental space. You will build on a solid foundation of high satisfaction, with your first priority being to achieve consistent response times.

What You'll Do

Manage queue distribution in the chat support system and workload across the 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 time) to stay connected to customer needs and model best practices.

What We're Looking For

Experience in customer support in the SaaS industry.
Experience as a team lead or in a senior support role.
Proven track record of managing chat support queues and improving team metrics like response times, customer satisfaction, and resolution rates.
Strong technical aptitude and proven 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 both customer and internal interactions.
Ability to balance competing priorities between team management and hands-on support work.
Must be located in a US time zone.

Nice to Have

Experience specifically in the short-term rental or property management industry.

Team & Environment

You will report to the Director of Support and work closely with other support leads.

Benefits & Compensation

A supportive and caring team environment where you are trusted, not managed.
Options into company equity through the $HOST token.
35 days off per year, encouraged (including self-serve public holidays) and parental leave.
Mental-health and emotional support with therapists on call through Slack by Spill.
Total compensation budget is US$96,220.80 - $120,614.00, with gross salary for US employees between $81,787 to $102,521 depending on cost of living, plus equity options.

Work Mode

This is a remote position open to candidates located anywhere in the USA.

We are bold, take risks, and tackle big challenges together. We believe in the value of team diversity and seek candidates from a wide range of backgrounds. Hospitable was recognized on Inc.’s list of Best Workplaces for 2023.