Customer Advocate Lead (North America - Remote)

Responsibilities

• Manage queue distribution in chat support system and workload across US support team to maintain target response times and SLAs (aiming for first response time improvement).
• Coach and develop team members through regular 1:1s, performance reviews, and real-time feedback.
• Handle technical troubleshooting, empower team to resolve complex product/system issues, manage customer escalations and high-priority issues.
• Review and quality check 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.

Requirements

• Experience in customer support in the SaaS industry, including as a team lead or senior role.
• Proven track record of managing chat support queues and improving team metrics (response times, customer satisfaction, resolution rates).
• Strong technical aptitude to investigate complex SaaS product issues, work across systems, partner with engineering.
• Experience coaching and developing team members, strong interpersonal and feedback skills.
• Strong written and verbal communication skills.
• Ability to balance team management and hands-on support work.
• Nice-to-have: Experience in short-term rental or property management industry.

Compensation & Benefits

• Total budget: USD $106,912 - $132,675 (adjusted for cost of living; US gross: $98,642 - $122,412).
• Company equity (RSUs up to $54,276 value in $HOST token).
• Performance Share Units (PSUs) up to $346,104 per year based on business targets.
• 35 days off per year (including self-serve public holidays) and parental leave.
• Complimentary mental health support.
• Peer recognition rewards.