Lead Customer Support Advocate

December 12

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Description

β€’ We build software for Airbnbs to rent themselves, with a state-of-the-art product and user experience. β€’ We are bold, like risks, and take on big challenges together. β€’ We believe in the value of team diversity and seek candidates from a wide range of backgrounds. β€’ Our customers love the product, provide valuable feedback, and trust us to rapidly help with their problems. β€’ Hospitable.com is a remote-only and fully distributed company. β€’ As the Lead Customer Support Advocate, you will lead and empower our US support team to deliver an exceptional customer experience. β€’ Your first priority will be to hit consistent response times and maintain an average CSAT of 87%.

Requirements

β€’ Experience in customer support in the SaaS industry, including experience as a team lead or in a senior role. β€’ Proven track record of managing support queues and improving team metrics (response times, customer satisfaction, resolution rates). β€’ Excellent problem-solving abilities and technical aptitude to handle complex customer issues. β€’ Experience coaching and developing team members, with strong interpersonal and feedback skills. β€’ Data-driven mindset with experience using support metrics to make operational improvements. β€’ Strong written and verbal communication skills for both customer and internal interactions. β€’ Ability to balance competing priorities between team management and hands-on support work. β€’ Very special kudos if you have experience specifically in the short-term rental or property management industry.

Benefits

β€’ A supportive and caring team environment, where you are trusted, not managed. β€’ The total budget for this role is between $96,220.80 to $106,912.00 depending on the cost of living in your location. β€’ We also offer options into the company equity through our $HOST token (not tied to location). β€’ 35 days off per year, encouraged (including self-serve public holidays) and parental leave. β€’ Mental-health and emotional support with therapists on call through Slack by Spill. β€’ Recognized on Inc.’s list of Best Workplaces for 2023

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