客户倡导负责人（北美洲）
Customer Advocate Lead (North America)
我们为Airbnbs打造软件，帮助它们自我租赁，拥有最先进的产品和用户体验。
我们敢于冒险，共同迎接重大挑战。我们重视团队多样性，寻求来自不同背景、工作经历、文化及生活经验的候选人。我们编写了《申请人手册》，强烈建议你查阅，其中可以了解更多关于公司、文化、招聘方式、我们的工作内容以及工作方式的信息：[https://hsptb.com/hndbk](https://hsptb.com/hndbk)
我们的客户喜欢我们的产品，提供有价值的反馈，并信任我们快速解决他们的问题。你可以自行查看我们的其中一个公开社区会议：[https://hsptb.com/twnhll](https://hsptb.com/twnhll)
Hospitable.com 是一家**仅远程办公**且**完全分布式**的公司。我们根据时区招聘，而不是国家。
#### 你将负责什么？
作为客户倡导者主管，你将领导并赋能我们的美国支持团队，以提供卓越的客户体验。
你的首要任务是保持一致的响应时间。我们有相当坚实的基础，热情的团队在现有流程中表现出色——平均CSAT达到87%。我们寻找能够优化现有做法并使其更出色的候选人。
为此，你将：
- 管理聊天支持系统中的队列分配以及美国支持团队的工作量，以保持目标响应时间和SLA。我们希望实时聊天的首次响应时间小于5分钟，总解决时间为12小时。
- 通过定期的一对一沟通、绩效评估和实时反馈来指导和支持团队成员。
- 处理技术故障排查，并赋能团队解决需要强大产品和系统知识的问题，同时管理客户升级请求和高优先级问题。
- 审核和支持团队的互动记录和文档。
- 对新团队成员进行工具、流程和产品知识的培训。
- 定期参与队列工作，与客户需求保持联系，并为团队树立最佳实践的榜样。你通常会将30-40%的时间用于队列工作。
- 你将向我们的支持总监汇报，并与其他出色的支持主管合作，例如最喜欢火龙果的Kelly。
对于这个职位，我们希望招聘的人选可以在任何美国时区。不符合这些时区的国家的候选人请勿申请
查看英文原文
tldr; We build software for Airbnbs to rent themselves, with a state-of-the-art product and user experience.
We are bold, like risks, and take on big challenges together. We believe in the value of team diversity and seek candidates from a wide range of backgrounds in their work, life, culture, and experiences. We have crafted an Applicant Handbook, which we highly recommend you check out, where you can find out more about the company, culture, how we recruit, what we do, and how we do it: [https://hsptb.com/hndbk](https://hsptb.com/hndbk)
Our customers love the product, provide valuable feedback, and trust us to rapidly help with their problems. Feel free to check out one of our public Town Halls for yourself: [https://hsptb.com/twnhll](https://hsptb.com/twnhll)
Hospitable.com is a **remote-only** and **fully distributed** company. We hire based on timezones, not countries.
#### What you will be working on?
As the Customer Advocate Lead, you will lead and empower our US support team to deliver an exceptional customer experience.
Your first priority will be to hit consistent response times. We have a pretty solid foundation and our passionate team excels at delivering great experiences with our current processes—maintaining an average CSAT of 87%. We’re looking for someone who can take what’s working and make it even better.
To accomplish this, you will:
- Manage queue distribution in our chat support system and workload across the US support team to maintain target response times and SLAs. We're aiming for a first response time of <5mins for live chat and a total resolution time of 12h.
- 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 will typically spend 30-40% of your time in the queue.
- You will report to our Director of Support, and work with our other amazing support leads such as Kelly whose favorite fruit is dragon fruit.
For this position, we are looking to recruit someone in any of the US time zones. Candidates in countries outside of such time zones will not be considered.
If you're hesitant to apply for this position because you feel that you don't meet this list of qualifications fully, don't worry! We still want to hear from you.
- 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.
The company itself is also a product, one that we iterate on. We're always improving and creating an environment where we all love to work.
- A supportive, radically transparent, and caring team environment, where you are trusted, not managed—and a culture that is focused on results and output.
- The total budget for this role is within USD$106,912.00 - $132,675.40 depending on the cost of living in your location. We can hire talent internationally as contractors—or employees if you are based in the United States, the European Union, or Australia, taking into account payroll taxes to determine your gross compensation. This means that the gross salary for US employees could be anywhere between $98,641.60 to $122,412.02 depending on the cost of living in your location.
- We also offer options into the company equity through [our $HOST token](https://invest.hospitable.com/) (RSU's), with a grant value of up to $54,276.30, to share in the long-term upside value of the company.
- Separately, this role is eligible for up to an additional USD$346,104.00 per year in Performance Share Units (PSUs). These PSUs do not vest over time and are granted only upon the achievement of clearly defined business performance targets. The size and payout of this award are directly tied to measurable outcomes and are intended to strongly align compensation with company impact.
- 35 days off per year, encouraged (including self-serve public holidays) and parental leave.
- Complimentary mental health and emotional support with therapists on call through Slack by [Spill](https://www.spill.chat/).
- Earn virtual coins through our peer recognition platform and redeem them through gift cards, donations, or monetary rewards.