Customer Advocate Lead, SaaS Technical Support
Description
This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Customer Advocate Lead, SaaS Technical Support based in Canada.
Join a remote-first SaaS organization dedicated to simplifying short-term rental management through innovative software and exceptional user experiences. As Customer Advocate Lead, you will lead and develop a customer support team, ensuring fast, reliable, and high-quality service across North American time zones. You will combine hands-on technical troubleshooting with team leadership, coaching, and performance management to continuously improve customer satisfaction. Working closely with support leadership and engineering teams, you will resolve complex issues, strengthen support processes, and promote consistent service standards. You will oversee support queues, optimize response times, and help maintain strong service-level agreements in a dynamic, customer-focused environment. This is an opportunity to shape support operations, empower talented colleagues, and make a measurable impact on customer loyalty and product success.
Accountabilities
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Support Operations and Performance: Manage support queue distribution and workload across the team to maintain service-level agreements, targeting first responses within five minutes for live chat and issue resolution within 12 hours.
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Team Leadership and Coaching: Develop team members through regular one-to-one meetings, performance reviews, real-time feedback, and individualized coaching to strengthen skills and improve performance.
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Technical Troubleshooting and Escalation Management: Investigate complex SaaS product issues, support high-priority cases, manage customer escalations, and help team members develop the technical knowledge needed to resolve problems independently.
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Quality Assurance: Review customer interactions, assess support quality, and ensure documentation is accurate, consistent, and aligned with established standards.
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Training and Onboarding: Train new team members on support tools, workflows, product functionality, and customer service best practices.
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Hands-On Customer Support: Spend approximately 30–40% of your time directly handling customer inquiries, troubleshooting technical issues, and demonstrating effective support practices.
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Cross-Functional Collaboration: Work closely with support leadership, engineering, and other internal stakeholders to investigate recurring issues, share customer feedback, and improve the overall support experience.
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Continuous Improvement: Build on existing support processes, identify operational bottlenecks, and implement improvements that strengthen response times, resolution rates, and customer satisfaction.
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Professional Experience: Previous experience in SaaS customer support, ideally in a senior support or team leadership position.
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Support Operations: Proven experience managing live chat queues, distributing workloads, and improving key performance indicators such as response times, customer satisfaction, and resolution rates.
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Technical Expertise: Strong technical aptitude and the ability to investigate complex software issues, troubleshoot across systems, and collaborate effectively with engineering teams.
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Leadership and Coaching: Demonstrated ability to mentor, develop, and motivate team members through constructive feedback, performance management, and ongoing training.
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Communication Skills: Excellent written and verbal communication skills, with the ability to explain technical concepts clearly and manage customer concerns professionally.
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Prioritization and Organization: Ability to balance team management responsibilities with hands-on support work while handling competing priorities in a fast-paced environment.
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Customer-Centric Mindset: A proactive, empathetic, and solutions-oriented approach, with a strong commitment to delivering reliable service and building customer trust.
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Adaptability: Comfort working independently in a remote, distributed team and contributing to a culture of transparency, accountability, and continuous improvement.
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Preferred Experience: Background in short-term rental management, hospitality technology, property management software, or related industries is a plus.
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Location and Time Zone: The original posting specifies candidates based in US time zones. Since this opportunity is presented as Canada-based, applicants should confirm eligibility and expected working hours with the hiring team.
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Competitive Compensation: Total compensation budget of USD $106,912–$132,675.40, depending on location and cost of living. Employment arrangements and gross compensation vary by jurisdiction.
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Equity Opportunities: Potential access to restricted stock units (RSUs), with a stated grant value of up to USD $54,276.30.
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Performance-Based Rewards: Eligibility for additional performance share units (PSUs), with a stated annual award potential of up to USD $346,104, tied to clearly defined business performance targets.
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Generous Time Off: 35 days off per year, including self-managed public holidays, along with parental leave.
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Mental Health Support: Complimentary access to mental health and emotional support services, including therapists available through Slack.
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Employee Recognition: A peer recognition program that awards virtual coins redeemable for gift cards, charitable donations, or monetary rewards.
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Remote-First Flexibility: Work in a fully distributed environment that emphasizes autonomy, flexibility, trust, and measurable results.
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Supportive Team Culture: Join a collaborative and transparent workplace that values employee well-being, diverse perspectives, continuous learning, and shared success.
Requirements
Benefits
Skills
As published by lever
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