Lead Customer Support Advocate - Remote

Overview

As the Lead Customer Support Advocate, you will lead and empower our US support team to deliver an exceptional customer experience.

In Short

• Manage queue distribution in our chat support system and workload across the US support team.
• Coach and develop team members through regular 1:1s and performance reviews.
• Handle complex customer escalations and high-priority issues.
• Support team members with technical troubleshooting and customer communication.
• Review and quality check team's support interactions and documentation.
• Collaborate with engineering on critical bugs and feature requests.
• Train new team members on tools, processes, and product knowledge.
• Create and optimize support processes and documentation.
• Regularly work in the queue to stay connected to customer needs.

Requirements

• Experience in customer support management.
• Strong leadership and coaching skills.
• Ability to handle escalated customer issues effectively.
• Technical troubleshooting skills.
• Excellent communication skills.
• Experience with performance metrics and customer satisfaction.

Benefits

• Remote work flexibility.
• Opportunity to lead a passionate team.
• Engagement with a diverse company culture.
• Access to company resources and training.