Experienced Customer Advocate Lead – US Support Team Management and Customer Experience

At blithequark, we're a bold and innovative company that's pushing the boundaries of what's possible in the world of short-term rentals. Our cutting-edge software is designed to help Airbnb properties rent themselves, and we're passionate about delivering an exceptional customer experience to our users. As a remote-only and fully distributed company, we're looking for a talented Customer Advocate Lead to join our US support team and help us take our customer experience to the next level.

About blithequark

blithequark is a company that's all about innovation, risk-taking, and collaboration. 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 Applicant Handbook is a great resource to learn more about our company culture, values, and recruitment process. We're proud to be a remote-only company, hiring based on time zones, not countries. This means that we can attract and retain top talent from all over the world.

What You'll Be Working On

As the Customer Advocate Lead, you'll be responsible for leading and empowering our US support team to deliver an exceptional customer experience. Your first priority will be to hit consistent response times, building on the solid foundation we've established. We're aiming for a first response time of 5 minutes for live chat and a total resolution time of 12 hours. You'll be working closely with our Director of Support and other support leads to achieve this goal.

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, as well as managing customer escalations and high-priority issues.
• 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. You'll typically spend 30-40% of your time in the queue.

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.
• Very special kudos if you have experience specifically in the short-term rental or property management industry.

Benefits

* A supportive and caring team environment, where you are trusted, not managed.

• A competitive salary within the range 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.

Why Join blithequark?

At blithequark, we're passionate about creating a work environment that's supportive, caring, and fun. 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 is a product that we iterate on, and we're always improving and creating an environment where we all love to work.

How to Apply

If you're a motivated and experienced customer advocate looking for a new challenge, we'd love to hear from you. Please submit your application through our website, and we'll be in touch soon.

Note:

Candidates in countries outside of the US time zones will not be considered for this position. However, we still want to hear from you if you feel that you don't meet the list of qualifications fully. We're an inclusive and diverse company, and we believe in giving everyone a chance to shine. We're excited to hear from you and look forward to welcoming you to our team! Apply for this job