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