Customer Advocate Lead (SaaS)

Location: Remote, limited to candidates in any of the US time zones

Salary: USD 106,912–132,675 gross annual total budget, depending on location. US employee compensation may range from USD 98,641.60–122,412.02.

Company

hirify.global builds software and user experiences that enable Airbnb hosts to manage short-term rentals.

What you will do

• Lead and empower the US customer support team while maintaining target response times and service-level agreements.
• Manage chat queue distribution and team workload, targeting a live-chat first response time under 5 minutes and total resolution time within 12 hours.
• Coach and develop team members through one-to-ones, performance reviews, training, and real-time feedback.
• Investigate complex SaaS product issues, provide technical troubleshooting, and manage customer escalations and high-priority cases.
• Review support interactions and documentation for quality, and regularly work in the queue for approximately 30–40% of the role.

Requirements

• Experience in SaaS customer support, including team lead or senior-level experience.
• Proven experience managing chat support queues and improving response times, customer satisfaction, and resolution rates.
• Strong technical aptitude and the ability to investigate complex product issues across systems and collaborate with engineering.
• Experience coaching and developing team members, with strong interpersonal and feedback skills.
• Strong written and verbal communication skills and the ability to balance team management with hands-on support.
• Must be located in a US time zone; candidates outside US time zones will not be considered.

Nice to have

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

Culture & Benefits

• Remote-only, fully distributed work environment with a focus on results and output.
• Supportive, transparent, and caring team culture with a high level of trust.
• 35 days off per year, including self-serve public holidays, plus parental leave.
• Mental health and emotional support through therapists available via Slack.
• Equity options through HOST token RSUs and performance share units tied to defined business targets.
• Employment is available in the United States, European Union, and Australia; international contractor arrangements are also available.