Customer Support Lead

A company is looking for a Customer Advocate Lead to manage and empower their US support team in delivering exceptional customer experiences. Key Responsibilities Manage queue distribution and workload to maintain target response times and service level agreements Coach and develop team members through regular feedback and performance reviews Handle technical troubleshooting and manage customer escalations and high-priority issues Required Qualifications Experience in customer support within the SaaS industry, preferably in a team lead or senior role Proven track record of managing chat support queues and improving team metrics Strong technical aptitude with the ability to investigate complex product issues Experience in coaching and developing team members Experience in the short-term rental or property management industry is a plus