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 self-rent, focusing on response times, SLAs, and technical troubleshooting.
Role type
Senior IC Customer Advocate Lead (SaaS Technical Support)
Builds
Customer support operations and team performance for a distributed SaaS product
Domain
SaaS / Short-term rental technology
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
SaaS customer support team leadership, chat support queue management, technical troubleshooting, performance coaching, SLA monitoring, customer escalation handling, product knowledge training
Preferred skills
Short-term rental or property management industry experience
Technologies
Chat support systems, performance review tools, peer recognition platforms
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 manage 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
Seniority
Senior, hands-on IC with team management responsibilities
