Customer Advocate Lead, SaaS Technical Support

Join a remote-first SaaS organization dedicated to simplifying short-term rental management through innovative software and exceptional user experiences. As Customer Advocate Lead, you will lead and develop a customer support team, ensuring fast, reliable, and high-quality service across North American time zones. You will combine hands-on technical troubleshooting with team leadership, coaching, and performance management to continuously improve customer satisfaction. Working closely with support leadership and engineering teams, you will resolve complex issues, strengthen support processes, and promote consistent service standards. You will oversee support queues, optimize response times, and help maintain strong service-level agreements in a dynamic, customer-focused environment. This is an opportunity to shape support operations, empower talented colleagues, and make a measurable impact on customer loyalty and product success.

• Professional Experience: Previous experience in SaaS customer support, ideally in a senior support or team leadership position.

• Support Operations: Proven experience managing live chat queues, distributing workloads, and improving key performance indicators such as response times, customer satisfaction, and resolution rates.

• Technical Expertise: Strong technical aptitude and the ability to investigate complex software issues, troubleshoot across systems, and collaborate effectively with engineering teams.

• Leadership and Coaching: Demonstrated ability to mentor, develop, and motivate team members through constructive feedback, performance management, and ongoing training.

• Communication Skills: Excellent written and verbal communication skills, with the ability to explain technical concepts clearly and manage customer concerns professionally.

• Prioritization and Organization: Ability to balance team management responsibilities with hands-on support work while handling competing priorities in a fast-paced environment.

• Customer-Centric Mindset: A proactive, empathetic, and solutions-oriented approach, with a strong commitment to delivering reliable service and building customer trust.

• Adaptability: Comfort working independently in a remote, distributed team and contributing to a culture of transparency, accountability, and continuous improvement.

• Preferred Experience: Background in short-term rental management, hospitality technology, property management software, or related industries is a plus.

• Location and Time Zone: The original posting specifies candidates based in US time zones. Since this opportunity is presented as Canada-based, applicants should confirm eligibility and expected working hours with the hiring team.