Product Advocate Team Lead - Remote

Overview

As a Product Advocate Team Lead, you will play a critical role in driving the success of our customer support team by coaching and developing representatives, ensuring operational excellence, and fostering a culture of feedback and recognition.

In Short

• Lead and develop customer support representatives.
• Monitor team performance and implement coaching plans.
• Utilize KPIs to identify growth areas.
• Conduct weekly team meetings focusing on skill development.
• Act as the primary escalation point for customer issues.
• Foster cross-functional collaboration to enhance customer experience.
• Maintain open communication across teams.
• Drive a culture of continuous learning and improvement.
• Support employees in a hybrid/in-office environment.
• Lead by example in ethical decision-making.

Requirements

• 2+ years in a leadership role within customer support.
• Experience with SaaS, CRM, and telephony tools.
• Advanced English proficiency required.
• Strong coaching and development skills.
• Ability to analyze and report on performance data.
• Experience in conflict resolution and team engagement.
• Strong organizational and communication skills.
• Ability to drive accountability and goal setting.
• Experience with customer support tools (e.g., Salesforce, Zendesk).
• Proficient in crisis management and operational inspection.

Benefits

• Opportunity to work in a fast-growing SaaS company.
• Collaborative work environment.
• Resources and support for personal growth.
• Encouragement to take bold ideas and smart risks.
• Ability to make a real impact in the organization.