Customer Advocate Lead (SaaS)

TL;DR

Customer Advocate Lead (SaaS): Leading and empowering the US support team, ensuring exceptional customer experiences and consistent response times. Focus on maintaining high customer satisfaction, handling technical troubleshooting, and coaching team members to improve metrics.

Location: Must be in any of the US time zones. Candidates in countries outside of such time zones will not be considered.

Salary: US$96,220.80 - $120,614.00 depending on the cost of living in your location. Gross salary for US employees could be anywhere between $81,787 to $102,521 depending on the cost of living in your location.

Company

hirify.global.com is a remote-only and fully distributed company building software for Airbnb management.

What you will do

• Manage queue distribution and workload across the US support team to maintain target response times and SLAs.
• Coach and develop team members through regular 1:1s, performance reviews, and real-time feedback.
• Handle technical troubleshooting and empower the team to resolve issues.
• Review and quality check team's support interactions and documentation.
• Train new team members on tools, processes, and product knowledge.
• Work in the queue to stay connected to customer needs and model best practices (30-40% of time).

Requirements

• Experience in customer support in the SaaS industry, including experience as a team lead or in a senior role.
• Proven track record of managing chat support queues and improving team metrics.
• Strong technical aptitude, with proven ability to investigate complex SaaS product issues.
• Experience coaching and developing team members, with strong interpersonal and feedback skills.
• Strong written and verbal communication skills for both customer and internal interactions.
• Ability to balance competing priorities between team management and hands-on support work.

Nice to have

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

Culture & Benefits

• Supportive, radically transparent, and caring team environment.
• 35 days off per year.
• Complimentary mental health and emotional support with therapists on call through Slack.
• Earn virtual coins through our peer recognition platform.