About the job
About Us: At Hospitable, we specialize in crafting innovative software solutions designed specifically for Airbnb hosts, enabling them to manage their rentals effortlessly with an exceptional product and user experience.
We thrive on boldness and embrace challenges as a team. Our commitment to diversity drives us to seek candidates with varied backgrounds, experiences, and cultures. We encourage you to explore our Applicant Handbook, where you can gain insights into our company culture, recruitment process, and more: https://hsptb.com/hndbk
Our customers trust us to provide rapid solutions to their needs, and their feedback is invaluable to us. You can witness our dedication firsthand by attending one of our public Town Halls: https://hsptb.com/twnhll
As a fully remote and distributed company, we prioritize hiring based on time zones rather than geographic locations.
Your Role:
As the Customer Advocate Lead, you will be at the forefront of empowering our US support team to deliver outstanding customer experiences.
Your primary focus will be on achieving consistent response times. With a solid foundation in place, our passionate team has maintained a commendable average CSAT of 87%. We are searching for someone who can enhance our existing processes and elevate our customer service.
Key Responsibilities:
- Oversee queue distribution in our chat support system, ensuring optimal workload management across the US support team to meet target response times and Service Level Agreements (SLAs). Our goal is to achieve a first response time of less than 5 minutes for live chat and total resolution within 12 hours.
- Coach and develop team members through regular one-on-one meetings, performance reviews, and real-time feedback.
- Assist with technical troubleshooting while empowering the team to resolve complex issues that require in-depth product and systems knowledge, as well as managing customer escalations and high-priority cases.
- Conduct quality checks on support interactions and documentation to ensure high standards are maintained.
- Train new team members on tools, processes, and product knowledge to ensure they are well-prepared to succeed.
- Spend 30-40% of your time working directly in the support queue to stay attuned to customer needs and model best practices.
- Report to our Director of Support and collaborate with other exceptional support leads.

