Lead Customer Support Advocate (North America)

tldr; We build software for Airbnbs to rent themselves, with a state-of-the-art product and user experience.

We are bold, like risks, and take on big challenges together. We believe in the value of team diversity and seek candidates from a wide range of backgrounds in their work, life, culture, and experiences. We have crafted an Applicant Handbook, which we highly recommend you check out, where you can find out more about the company, culture, how we recruit, what we do, and how we do it: https://bit.ly/hsptblhndbk

Our customers love the product, provide valuable feedback, and trust us to rapidly help with their problems. Feel free to check out one of our public Town Halls for yourself: https://bit.ly/hptwn

Hospitable.com is a remote-only and fully distributed company. We hire based on timezones, not countries.

What you will be working on?

As the Lead Customer Support Advocate, you will lead and empower our US support team to deliver an exceptional customer experience. 

Your first priority will be to hit consistent response times. We have a pretty solid foundation and our passionate team excels at delivering great experiences with our current processes—maintaining an average CSAT of 87%. We’re looking for someone who can take what’s working and make it even better. 

To accomplish this, you will:

• Manage queue distribution 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 complex customer escalations and high-priority issues.
• Support team members with technical troubleshooting and customer communication.
• Review and quality check team's support interactions and documentation.
• Collaborate with engineering on critical bugs and feature requests.
• Train new team members on tools, processes, and product knowledge.
• You will report to our Head of Support, and work with our other amazing support leads such as Kelly whose favorite fruit is dragon fruit. 
• Create and optimize support processes and documentation to reduce friction for customers.
• Regularly work in the queue to stay connected to customer needs and model best practices for the team.

Requirements

For this position, we are looking to recruit someone in a North American time zone (for example based anywhere in the USA). Candidates in countries outside of the North American region will not be considered.

If you're hesitant to apply for this position because you feel that you don't meet this list of qualifications fully, don't worry! We still want to hear from you. 

• Experience in customer support in the SaaS industry, including experience as a team lead or in a senior role.
• Proven track record of managing support queues and improving team metrics (response times, customer satisfaction, resolution rates).
• Excellent problem-solving abilities and technical aptitude to handle complex customer issues.
• Experience coaching and developing team members, with strong interpersonal and feedback skills.
• Data-driven mindset with experience using support metrics to make operational improvements.
• 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.
• Very special kudos if you have experience specifically in the short-term rental or property management industry.

Benefits

The company itself is also a product, one that we iterate on. We're always improving and creating an environment where we all love to work.

• A supportive and caring team environment, where you are trusted, not managed.
• The total budget for this role is between $96,220.80 to $106,912.00 depending on the cost of living in your location. We can hire talent internationally as contractors—or employees if you are based in the United States, the European Union, or Australia, taking into account payroll taxes to determine your gross compensation. For US employees, this means the gross salary could be anywhere between $81,787.68 to $90,875.20
• We also offer options into the company equity through our $HOST token (not tied to location).
• 35 days off per year, encouraged (including self-serve public holidays) and parental leave.
• Mental-health and emotional support with therapists on call through Slack by Spill.
• Recognized on Inc.’s list of Best Workplaces for 2023