Customer Advocate Lead, SaaS Technical Support

📋 Description

• Support Operations and Performance: Manage support queue distribution and workload across the team
• Team Leadership and Coaching: Develop team members through regular one-to-one meetings, performance
• Technical Troubleshooting and Escalation Management: Investigate complex SaaS product issues
• Quality Assurance: Review customer interactions, assess support quality, and ensure documentation
• Training and Onboarding: Train new team members on support tools, workflows, product functionality
• Hands-On Customer Support: Spend approximately 30–40% of your time directly handling customer

🎯 Requirements

• Professional Experience: Previous experience in SaaS customer support, ideally in a senior support
• Support Operations: Proven experience managing live chat queues, distributing workloads, and
• Technical Expertise: Strong technical aptitude and the ability to investigate complex software
• Leadership and Coaching: Demonstrated ability to mentor, develop, and motivate team members through
• Communication Skills: Excellent written and verbal communication skills, with the ability to
• Prioritization and Organization: Ability to balance team management responsibilities with hands-on

🎁 Benefits

• Competitive Compensation: Total compensation budget of USD $106,912–$132,675.40, depending on
• Equity Opportunities: Potential access to restricted stock units (RSUs), with a stated grant value
• Performance-Based Rewards: Eligibility for additional performance share units (PSUs), with a stated
• Generous Time Off: 35 days off per year, including self-managed public holidays, along with
• Mental Health Support: Complimentary access to mental health and emotional support services
• Employee Recognition: A peer recognition program that awards virtual coins redeemable for gift