Customer Advocate Lead, SaaS Technical Support

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Customer Advocate Lead, SaaS Technical Support based in United States.

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.

Accountabilities

• Support Operations and Performance: Manage support queue distribution and workload across the team to maintain service-level agreements, targeting first responses within five minutes for live chat and issue resolution within 12 hours.
• Team Leadership and Coaching: Develop team members through regular one-to-one meetings, performance reviews, real-time feedback, and individualized coaching to strengthen skills and improve performance.
• Technical Troubleshooting and Escalation Management: Investigate complex SaaS product issues, support high-priority cases, manage customer escalations, and help team members develop the technical knowledge needed to resolve problems independently.
• Quality Assurance: Review customer interactions, assess support quality, and ensure documentation is accurate, consistent, and aligned with established standards.
• Training and Onboarding: Train new team members on support tools, workflows, product functionality, and customer service best practices.
• Hands-On Customer Support: Spend approximately 30–40% of your time directly handling customer inquiries, troubleshooting technical issues, and demonstrating effective support practices.
• Cross-Functional Collaboration: Work closely with support leadership, engineering, and other internal stakeholders to investigate recurring issues, share customer feedback, and improve the overall support experience.
• Continuous Improvement: Build on existing support processes, identify operational bottlenecks, and implement improvements that strengthen response times, resolution rates, and customer satisfaction.

Requirements

• 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,