Customer Advocate Lead, SaaS Technical Support (North America - Remote)

About this role

Lead and develop the US customer support team for a SaaS product serving short-term rental hosts. The role combines queue management, coaching, technical troubleshooting, and customer escalations, with 30–40% of time spent handling support requests directly.

About the company

Hospitable builds software for short-term rental hosts and property managers to automate listings, messaging, and operations across booking platforms.

What you'll do

• Manage chat queues and team workloads to meet response-time and resolution targets.
• Coach team members through 1:1s, performance reviews, and real-time feedback.
• Troubleshoot complex product issues and manage escalations.
• Review support interactions and documentation for quality.
• Train new team members on tools, processes, and product knowledge.
• Work in the support queue to model best practices and stay close to customer needs.

What we're looking for

• SaaS customer support experience, including team lead or senior-level experience.
• Experience managing chat queues and improving support metrics.
• Strong technical aptitude investigating SaaS issues and partnering with engineering.
• Experience coaching and developing team members.
• Strong written and verbal communication skills.
• Ability to balance team management with hands-on support.

Nice to have

• Experience in short-term rentals or property management.

Benefits

• 35 days off per year, including self-serve public holidays.
• Parental leave.
• Company equity through $HOST token grants, with a grant value of up to $54,276.30.
• Eligibility for performance-based PSUs of up to $346,104 per year.
• Complimentary mental health and emotional support.
• Peer-recognition rewards redeemable for gift cards, donations, or monetary rewards.