Lead Customer Support Advocate - Remote

Overview

We build software for Airbnbs to rent themselves, with a state-of-the-art product and user experience.

In Short

• Lead and empower the US support team to deliver exceptional customer experience.
• Manage queue distribution in the chat support system.
• Coach and develop team members through regular feedback.
• Handle complex customer escalations and high-priority issues.
• Support team members with technical troubleshooting.
• Review and quality check team's support interactions.
• Collaborate with engineering on critical bugs and feature requests.
• Train new team members on tools and processes.
• 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 communication and coaching skills.
• Ability to handle escalated customer issues.
• Technical troubleshooting experience.
• Familiarity with support tools and processes.

Benefits

• Remote-only and fully distributed work environment.
• Diverse team culture.
• Opportunities for professional development.