# Customer Advocate Lead (North America - Remote)

**Company:** [Hospitable](https://hotfix.jobs/companies/hospitable)
**Location:** Remote
**Role:** Support Engineering
**Salary:** $107k – $133k/yr
**Skills:** SaaS, Chat Support, Queue Management, Technical Troubleshooting, Customer Escalations, Csat, Slas, Product Knowledge, Team Coaching, Performance Reviews
**Posted:** 2026-01-12

> Leads US remote support team to deliver exceptional customer experience via queue management, technical troubleshooting, coaching, and hands-on support (30-40% time). Requires SaaS support leadership experience improving metrics like response times and CSAT.

## Job Description

## 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.

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