Customer Advocate Lead (USA - Remote) jobs in United States
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Hospitable.com · 2 days ago

Customer Advocate Lead (USA - Remote)

positionUnited States
timeFull-time
remoteRemote
senioritySenior Level

Hospitable.com is a remote-only and fully distributed company that builds software for Airbnbs to enhance their rental experience. As the Customer Advocate Lead, you will lead the US support team, focusing on maintaining exceptional customer service, managing response times, and coaching team members to improve support interactions.

HospitalitySoftwareVacation Rental
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Growth Opportunities

Responsibilities

Manage queue distribution in our chat support system 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 technical troubleshooting and empower the team to resolve issues that require strong product and systems knowledge, as well as managing customer escalations and high-priority issues
Review and quality check team's support interactions and documentation
Train new team members on tools, processes, and product knowledge
Regularly work in the queue to stay connected to customer needs and model best practices for the team. You will typically spend 30-40% of your time in the queue

Qualification

Customer experience managementTechnical troubleshootingTeam coachingPerformance reviewsQuality assuranceProduct knowledge

Required

Experience in a customer support or customer success role
Proven leadership skills and experience managing a team
Strong technical troubleshooting skills
Ability to coach and develop team members
Experience with performance reviews and providing feedback
Familiarity with support tools and systems
Excellent communication skills
Ability to handle customer escalations and high-priority issues
Experience in maintaining target response times and SLAs

Preferred

Experience in a remote work environment
Knowledge of the hospitality or rental industry
Experience with chat support systems

Company

Hospitable.com

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Hospitable.com automates the management of short-term rentals, directly on booking channels.
dateFounded in 2016
location
San Francisco, California, USA
people-size11-50 employees
web-link
https://hospitable.com

Funding

Current Stage
Early Stage
Total Funding
$1.84M
Key Investors
Founderpath
2023-08-25Series Unknown· $1.02M
2022-12-14Debt Financing· $0.75M
2021-04-07Debt Financing· $0.07M

Leadership Team

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Pierre-Camille Hamana
Chief Executive Officer
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Recent News

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2025-01-20
Hospitable becomes the first STR PMS to grant third-party tech tools access to OTAs without an integration
2024-03-01
EIN News
Hospitable.com Launches Unique Instant Book Feature for Direct Bookings, Thanks to Autohost Integration
2023-07-13
Company data provided by crunchbase