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 chat support system.
• Coach and develop team members through regular 1:1s.
• Handle technical troubleshooting and manage escalations.
• Review and quality check team's support interactions.
• Train new team members on tools and processes.
• Spend 30-40% of time in the queue to stay connected to customer needs.
• Report to the Director of Support.
• Maintain target response times and SLAs.
• Work in a fully distributed remote environment.
• Help achieve an average CSAT of 87%.

Requirements

• Experience in customer support management.
• Strong leadership and coaching skills.
• Ability to handle technical issues and escalations.
• Familiarity with support processes and tools.
• Excellent communication skills.
• Experience in maintaining service level agreements.
• Passion for improving customer experience.
• Ability to work in a remote team.
• Strong problem-solving skills.
• Experience with performance metrics and quality assurance.

Benefits

• Work in a remote-only company.
• Be part of a diverse and inclusive team.
• Opportunity to lead a passionate support team.
• Access to resources for professional development.
• Flexible working hours.
• Collaborative and supportive work culture.
• Potential for career growth within the company.
• Engagement in company-wide initiatives and town halls.
• Work on a product that customers love.
• Be part of a company that values boldness and diversity.