TL;DR: We build cutting-edge software for Airbnbs—so they can rent themselves—with a best-in-class product and user experience.

We’re bold and enjoy taking on big challenges together. We value diversity in every sense and look for candidates from a wide range of backgrounds, experiences, and cultures. To learn more about our company, culture, hiring process, and how we work, please review our Applicant Handbook: https://hsptb.com/hndbk.

Our customers love the product, share valuable feedback, and trust us to respond quickly and effectively to their issues. You can also watch one of our public Town Halls here: https://hsptb.com/twnhll.

https://hospitable.com is a remote-only, fully distributed company. We hire based on time zones, not countries.

What you’ll be doing:
As the Customer Advocate Lead, you’ll lead and empower our US support team to deliver an exceptional customer experience. Your top priority is consistent response times. We already have a strong foundation and a passionate team that maintains an average CSAT of 87%. We’re looking for someone who can take what’s working and make it even better.

In this role, you will:
– Manage queue distribution in our chat support system and balance workloads across the US team to meet target response times and SLAs (goal: <5 minutes first response for live chat; 12 hours total resolution time).
– Coach and develop team members through regular 1:1s, performance reviews, and real-time feedback.
– Troubleshoot complex technical issues, help resolve problems requiring strong product and systems knowledge, and manage customer escalations and high-priority cases.
– Review and quality-check support interactions and internal documentation.
– Train new team members on tools, processes, and product knowledge.
– Spend 30–40% of your time in the queue to stay connected to customer needs and model best practices.
– Report to the Director of Support and collaborate with other support leaders (including Kelly—whose favorite fruit is dragon fruit).

Requirements:
– We are hiring for any US time zone. Candidates located outside these time zones will not be considered.
– Experience in SaaS customer support, including experience as a team lead or in a senior role.
– Proven ability to manage chat support queues and improve key metrics (response times, customer satisfaction, resolution rates).
– Strong technical skills to investigate complex SaaS issues, work across systems, and partner closely with engineering.
– Experience coaching and developing team members, with strong communication and feedback skills.
– Excellent written and verbal communication skills with both customers and internal teams.
– Ability to manage competing priorities between team leadership and hands-on support.
– A strong plus if you have experience in the short-term rental or property management industry.

Benefits:
This company is also a product that we continuously improve—so you’ll join a team that genuinely enjoys working together.

– A supportive, radically transparent, caring environment—where you’re trusted, not micromanaged, and where culture is focused on results.
– Compensation budget: US$96,220.80–$120,614.00, based on your local cost of living. We can hire internationally as contractors, or as employees if you’re based in the US, EU, or Australia (accounting for payroll taxes). That means gross pay for US employees could range from $81,787 to $102,521 depending on location.
– Equity options via our $HOST token (RSUs), with a grant value up to $54,276.30, to participate in the company’s long-term upside.
– Additional eligibility for up to $343,016.00 per year in Performance Share Units (PSUs). PSUs vest only upon achieving clearly defined performance targets and are tied to measurable outcomes that align compensation with company impact.
– 35 days off per year (including self-serve public holidays) plus parental leave.
– Complimentary mental health and emotional support through Spill, with therapists available via Slack: https://www.spill.chat.
– Earn virtual coins through our peer recognition platform and redeem them for gift cards, donations, or cash rewards.