Experienced Customer Advocate Lead for Remote US Team – Delivering Exceptional Customer Experiences in the Short-Term Rental Industry

Welcome to blithequark

At blithequark, we're revolutionizing the way Airbnbs rent themselves with our state-of-the-art product and user experience. We're a bold, risk-taking team that thrives on big challenges and values diversity in all its forms. Our culture is built on the principles of collaboration, innovation, and mutual respect. We believe that by embracing our differences, we can create a more inclusive and dynamic work environment that fosters growth and success.

As a remote-only and fully distributed company, we hire based on time zones, not countries. This allows us to tap into a global talent pool and create a team that is truly representative of the world we live in. Our team members come from a wide range of backgrounds, cultures, and experiences, and we celebrate this diversity every day.

About the Role

We're looking for an experienced Customer Advocate Lead to join our US support team and deliver exceptional customer experiences. As a leader in our support team, you will be responsible for empowering our team members to provide top-notch support to our customers. Your first priority will be to hit consistent response times, building on our solid foundation and maintaining an average CSAT of 87%.

To accomplish this, you will manage queue distribution, coach and develop team members, handle technical troubleshooting, and review support interactions. You will also train new team members, work in the queue to stay connected to customer needs, and report to our Director of Support.

Key Responsibilities

• Manage queue distribution in our chat support system and workload across the US support team to maintain target response times and SLAs.
• Coach and develop team members through regular 1:1s, performance reviews, and real-time feedback to ensure they have the skills and knowledge needed to provide exceptional support.
• Handle technical troubleshooting and empower the team to resolve issues that require strong product and systems knowledge, as well as managing customer escalations and high-priority issues.
• Review and quality check team's support interactions and documentation to ensure consistency and quality.
• Train new team members on tools, processes, and product knowledge to get them up to speed quickly.
• Regularly work in the queue to stay connected to customer needs and model best practices for the team, spending around 30-40% of your time in the queue.
• Collaborate with our Director of Support and other support leads to achieve team goals and objectives.

Requirements

We're looking for someone with experience in customer support in the SaaS industry, including experience as a team lead or in a senior role. You should have a proven track record of managing chat support queues and improving team metrics, as well as strong technical aptitude and the ability to investigate complex SaaS product issues.

• Experience in customer support in the SaaS industry, including experience as a team lead or in a senior role.
• Proven track record of managing chat support queues and improving team metrics (response times, customer satisfaction, resolution rates).
• Strong technical aptitude, with proven ability to investigate complex SaaS product issues, work across systems, and partner closely with engineering.
• Experience coaching and developing team members, with strong interpersonal and feedback skills.
• Strong written and verbal communication skills for both customer and internal interactions.
• Ability to balance competing priorities between team management and hands-on support work.
• Experience in the short-term rental or property management industry is a plus, but not required.

Benefits

At blithequark, we offer a range of benefits that are designed to support your well-being, growth, and success. These include:

• A supportive and caring team environment, where you are trusted, not managed.
• A competitive salary, with a total budget for this role of $96,220.80 - $120,614.00, depending on the cost of living in your location.
• Options into company equity through our token program, which allows you to share in the success of the company.
• 35 days off per year, including self-serve public holidays and parental leave, to help you recharge and pursue your passions.
• Mental health and emotional support, with therapists on call through Slack, to help you navigate life's challenges.
• Recognition as one of the best workplaces, with a culture that is built on trust, respect, and open communication.

Career Growth and Learning

At blithequark, we're committed to helping you grow and develop your skills and career. We offer a range of opportunities for learning and development, including training programs, mentorship, and feedback. Our goal is to help you achieve your full potential and make a meaningful contribution to the company.

As a Customer Advocate Lead, you will have the opportunity to develop your leadership skills, work with a talented team, and contribute to the growth and success of the company. You will also have the chance to work on complex and challenging projects, and to develop your technical skills and knowledge.

Work Environment and Company Culture

Our company culture is built on the principles of trust, respect, and open communication. We believe in empowering our team members to make decisions, take ownership of their work, and pursue their passions. We also believe in having fun, and we encourage our team members to be themselves, to be creative, and to enjoy the journey.

As a remote-only company, we're committed to creating a virtual work environment that is inclusive, supportive, and engaging. We use a range of tools and technologies to facilitate communication, collaboration, and connection, and we encourage our team members to stay connected and engaged with each other.

Conclusion

If you're passionate about delivering exceptional customer experiences, and you're looking for a challenging and rewarding role with a talented team, then we want to hear from you. At blithequark, we're committed to creating a work environment that is inclusive, supportive, and engaging, and we're looking for team members who share our values and our passion for innovation and excellence.

So why not apply today, and join our team of talented and dedicated professionals? We can't wait to hear from you, and to welcome you to the blithequark family.