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Lead Customer Support Advocate
A company is looking for a Lead Customer Support Advocate to lead their US support team in delivering exceptional customer experiences. Key Responsibilities Manage queue distribution and workload across the US support team to maintain target response times and SLAs Coach and develop team members through regular feedback, performance reviews, and training Handle complex customer escalations and collaborate with engineering on critical issues Required Qualifications Experience in customer support within the SaaS industry, preferably in a team lead or senior role Proven track record of managing chat support queues and improving team metrics Experience coaching and developing team members with strong interpersonal skills Data-driven mindset with experience using support metrics for operational improvements Experience in the short-term rental or property management industry is a plus
A company is looking for a Lead Customer Support Advocate to lead their US support team in delivering exceptional customer experiences.
Key Responsibilities
Manage queue distribution and workload across the US support team to maintain target response times and SLAs
Coach and develop team members through regular feedback, performance reviews, and training
Handle complex customer escalations and collaborate with engineering on critical issues
Required Qualifications
Experience in customer support within the SaaS industry, preferably in a team lead or senior role
Proven track record of managing chat support queues and improving team metrics
Experience coaching and developing team members with strong interpersonal skills
Data-driven mindset with experience using support metrics for operational improvements
Experience in the short-term rental or property management industry is a plus