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Customer Advocate Lead, SaaS Technical Support

Customer Advocate Lead, SaaS Technical Support

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JobgetherSaaS property management
Listing location: Canada; Workplace type: Remote; This position ... is based in Canada., The original posting specifies candidates based in US time zones.Full-TimeLead
SalaryTotal compensation budget of USD $106,912–$132,675.40, depending on location and cost of living. Potential access to restricted stock units (RSUs), with a stated grant value of up to USD $54,276.30. 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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Job Details

Required Skills
Customer serviceCoaching

Requirements

  • Have previous experience in SaaS customer support, ideally in a senior support or team leadership position.
  • Have experience managing live chat queues, distributing workloads, and improving response times, customer satisfaction, and resolution rates.
  • Bring strong technical aptitude to investigate complex software issues and troubleshoot across systems.
  • Be able to collaborate effectively with engineering teams.
  • Demonstrate the ability to mentor, develop, and motivate team members through feedback, performance management, and training.
  • Have excellent written and verbal communication skills and be able to explain technical concepts clearly.
  • Be able to balance team management with hands-on support and competing priorities.
  • Be comfortable working independently in a remote, distributed team.
  • Experience in short-term rental management, hospitality technology, or property management software is a plus.

Responsibilities

  • Manage support queue distribution and team workloads to maintain service-level agreements, including five-minute live-chat first responses and issue resolution within 12 hours.
  • Develop team members through one-to-ones, performance reviews, real-time feedback, and individualized coaching.
  • Investigate complex SaaS product issues, support high-priority cases, and manage customer escalations.
  • Review customer interactions and ensure support documentation is accurate, consistent, and aligned with established standards.
  • Train new team members on support tools, workflows, product functionality, and customer service practices.
  • Spend approximately 30–40% of time handling customer inquiries and troubleshooting technical issues.
  • Collaborate with support leadership, engineering, and internal stakeholders to investigate recurring issues and share customer feedback.
  • Identify operational bottlenecks and improve processes, response times, resolution rates, and customer satisfaction.
View Full Description & ApplyYou'll be redirected to the employer's site
Total compensation budget of USD $106,912–$132,675.40, depending on location and cost of living. Potential access to restricted stock units (RSUs), with a stated grant value of up to USD $54,276.30. 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.
Apply Now