Customer Advocate Lead

• Manage queue distribution in our chat support system 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 that require strong product and systems knowledge, as well as managing customer escalations and high-priority issues
• Review and quality check team's support interactions and documentation
• Train new team members on tools, processes, and product knowledge
• Regularly work in the queue to stay connected to customer needs and model best practices for the team

• 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 (response times, customer satisfaction, resolution rates)
• Strong technical aptitude, with proven ability to investigate complex SaaS product issues, work across systems, and partner closely with engineering
• 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

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

• Supportive, radically transparent, and caring team environment
• Options into company equity through $HOST token (RSU's) with grant value up to $54,276.30
• Eligibility for up to additional $346,104.00 per year in Performance Share Units (PSUs)
• 35 days off per year encouraged including self-serve public holidays and parental leave
• Complimentary mental health and emotional support with therapists on call through Slack by Spill
• Virtual coins through peer recognition platform redeemable for gift cards, donations, or monetary rewards