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обновлено 6 дней назад

Customer Advocate Lead (SaaS)

96 220 - 120 614$
Формат работы
remote (только USA)
Тип работы
fulltime
Грейд
senior
Английский
b2
Страна
US
Вакансия из списка Hirify.GlobalВакансия из Hirify Global, списка международных tech-компаний
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Описание вакансии

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TL;DR

Customer Advocate Lead (SaaS): Leading and empowering the US support team to deliver exceptional customer experiences with an accent on managing response times and team performance. Focus on coaching team members, handling technical troubleshooting, and improving support processes.

Company

Remote-only and fully distributed company focused on building software for Airbnbs.

What you will do

  • Manage queue distribution and workload across the US support team.
  • Coach and develop team members through regular feedback.
  • Handle technical troubleshooting and manage customer escalations.
  • Review and quality check support interactions.
  • Train new team members on tools and processes.
  • Regularly work in the queue to stay connected to customer needs.

Requirements

  • Experience in customer support in the SaaS industry.
  • Proven track record of managing chat support queues.
  • Strong technical aptitude for investigating complex issues.
  • Experience coaching and developing team members.
  • Strong written and verbal communication skills.
  • Ability to balance team management and hands-on support work.

Benefits

  • Supportive team environment.
  • Salary range: $96,220.80 - $120,614.00 based on location.
  • Options into company equity.
  • 35 days off per year.
  • Mental health support available.

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