Customer Advocate Lead (North America - Remote)

We build software for Airbnbs to rent themselves, with a state-of-the-art product and user experience. As the Customer Advocate Lead, you will lead and empower our US support team to deliver an exceptional customer experience.

Requirements

• 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.

Benefits

• Supportive, radically transparent, and caring team environment, where you are trusted, not managed—and a culture that is focused on results and output.
• Complimentary mental health and emotional support with therapists on call through Slack by Spill.
• 35 days off per year, encouraged (including self-serve public holidays) and parental leave.
• Earn virtual coins through our peer recognition platform and redeem them through gift cards, donations, or monetary rewards.