Customer Advocate Lead at Hospitable | Torre
Customer Advocate Lead
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Hospitable

Customer Advocate Lead

Hospitable
Emma
Emma
You'll empower a support team to deliver exceptional, personalized pet care and elevate customer satisfaction.
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Full-time

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Remote (for United States residents)
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Shared by
Diana Montoya
 3 months ago

Requirements and responsibilities

Lead and empower the US support team to deliver an exceptional customer experience. Target first response time <5mins for live chat and total resolution time of 12h. Maintain and improve CSAT of 87%.Responsibilities include: manage queue distribution in the chat system, ensure target response times and SLAs, coach and develop team through regular 1:1s and performance reviews, handle technical issues and escalations, review and quality check interactions and documentation, train new team members, and stay connected to customer needs by spending 30-40% of time in the queue. Report to the Director of Support.
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