Customer Advocate Lead - Remote

Overview

As the Customer Advocate Lead, 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.
• Coach and develop team members through regular 1:1s.
• Handle technical troubleshooting and manage customer escalations.
• Review and quality check team's support interactions.
• Train new team members on tools and processes.
• Spend 30-40% of your time in the queue.
• Maintain target response times and SLAs.
• Work with the Director of Support.

Requirements

• Experience in customer support management.
• Strong communication skills.
• Ability to handle escalated issues.
• Experience with performance reviews.
• Familiarity with chat support systems.

Benefits

• Remote-only work environment.
• Opportunity to lead a passionate team.
• Work in a fully distributed company.
• Access to company resources for personal development.