**Experienced Customer Advocate Lead – USA Remote Support Team**

Are you passionate about delivering exceptional customer experiences and empowering teams to thrive? Do you have a proven track record of managing chat support queues, improving team metrics, and coaching team members? If so, we invite you to join blithequark, a bold and innovative company that's revolutionizing the short-term rental industry with our cutting-edge software. At blithequark, we're not just building software – we're building a community of passionate individuals who share our vision of creating a seamless and enjoyable experience for our customers. As a remote-only and fully distributed company, we're committed to fostering a culture of trust, autonomy, and collaboration. Our team is diverse, inclusive, and passionate about making a difference, and we're looking for like-minded individuals to join our ranks. **About blithequark** blithequark is a pioneering company that's changing the way short-term rentals are managed. Our software enables property owners to rent their properties directly to customers, providing a unique and personalized experience. With a state-of-the-art product and user experience, we're committed to delivering exceptional results for our customers. Our team is passionate about innovation, customer satisfaction, and continuous improvement. **The Role** As our Customer Advocate Lead, you'll play a critical role in leading and empowering our US support team to deliver an exceptional customer experience. Your primary focus will be on maintaining consistent response times, coaching team members, and handling technical troubleshooting. You'll work closely with our Director of Support and other support leads to ensure seamless communication and collaboration. **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 * Handle technical troubleshooting and empower the team to resolve issues that require strong product and systems knowledge * Review and quality check team's support interactions and documentation * Train new team members on tools, processes, and product knowledge * Regularly work in the queue to stay connected to customer needs and model best practices for the team **Requirements** * 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 **Preferred Qualifications** * Experience specifically in the short-term rental or property management industry * Strong product knowledge and understanding of SaaS systems * Experience with chat support systems and tools * Strong analytical and problem-solving skills **Benefits** * A supportive and caring team environment, where you are trusted, not managed * Competitive compensation package, with a total budget of $96,220.80 - $120,614.00 depending on the cost of living in your location * Options into the company equity through our $HOST token (not tied to location) * 35 days off per year, encouraged (including self-serve public holidays) and parental leave * Mental-health and emotional support with therapists on call through Slack by Spill * Recognized on Inc.’s list of Best Workplaces for 2023 **What We Offer** At blithequark, we're committed to creating a work environment that's supportive, inclusive, and empowering. We believe in the value of team diversity and seek candidates from a wide range of backgrounds in their work, life, culture, and experiences. Our company culture is built on trust, autonomy, and collaboration, and we're looking for like-minded individuals to join our team. **How to Apply** If you're passionate about delivering exceptional customer experiences and empowering teams to thrive, we invite you to apply for this exciting opportunity. Please submit your resume, cover letter, and any relevant work samples to our application portal. We can't wait to hear from you! **About Our Application Process** Our application process is designed to be inclusive and accessible. We welcome applications from diverse candidates and encourage you to apply, even if you don't meet all the qualifications listed above. We're committed to creating a work environment that's supportive, inclusive, and empowering, and we're excited to meet like-minded individuals who share our vision. **Equal Employment Opportunity** blithequark is an equal employment opportunity employer and welcomes applications from diverse candidates. We're committed to creating a work environment that's inclusive, supportive, and empowering, and we're excited to meet like-minded individuals who share our vision. **Contact Us** If you have any questions or would like to learn more about this opportunity, please don't hesitate to contact us. We're always happy to chat and look forward to hearing from you! Apply for this job