Lead Customer Support Advocate (USA - Remote)

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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).
• Excellent problem-solving abilities and technical aptitude to handle complex customer issues.
• Experience coaching and developing team members, with strong interpersonal and feedback skills.
• Data-driven mindset with experience using support metrics to make operational improvements.
• 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.

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 complex customer escalations and high-priority issues.
• Support team members with technical troubleshooting and customer communication.
• Review and quality check team's support interactions and documentation.
• Collaborate with engineering on critical bugs and feature requests.
• Train new team members on tools, processes, and product knowledge.
• Create and optimize support processes and documentation to reduce friction for customers.
• Regularly work in the queue to stay connected to customer needs and model best practices for the team.