Customer Advocate Lead, SaaS Technical Support (North America - Remote)
Core
Lead and empower the US support team to deliver exceptional customer experiences for a SaaS platform enabling Airbnbs to rent themselves.
Role type
Senior IC Customer Advocate Lead (SaaS Technical Support)
Builds
Customer support operations, team performance, and product feedback loops
Domain
SaaS / Short-term rental technology
Required skills
SaaS customer support leadership, chat support queue management, technical troubleshooting, team coaching and development, SLA management, product knowledge training
Preferred skills
Experience in short-term rental or property management industry
Technologies
Chat support systems, performance tracking tools
Responsibilities
Manage queue distribution and workload to maintain target response times and SLAs; Coach and develop team members through 1:1s and performance reviews; Handle technical troubleshooting and customer escalations; Review and quality check support interactions and documentation; Train new team members on tools and product knowledge; Work in the support queue 30-40% of the time to model best practices.