Customer Support Lead

Job Summary

A company is looking for a Customer Advocate Lead to manage and empower their US support team in delivering exceptional customer experiences.

Key Responsibilities

• Manage queue distribution and workload to maintain target response times and service level agreements
• Coach and develop team members through regular feedback and performance reviews
• Handle technical troubleshooting and manage customer escalations and high-priority 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
• Strong technical aptitude with the ability to investigate complex product issues
• Experience in coaching and developing team members
• Experience in the short-term rental or property management industry is a plus