Customer Advocate Lead, SaaS Technical Support

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Customer Advocate Lead, SaaS Technical Support based in Canada.

Join a remote-first SaaS organization dedicated to simplifying short-term rental management through innovative software and exceptional user experiences. As Customer Advocate Lead, you will lead and develop a customer support team, ensuring fast, reliable, and high-quality service across North American time zones. You will combine hands-on technical troubleshooting with team leadership, coaching, and performance management to continuously improve customer satisfaction. Working closely with support leadership and engineering teams, you will resolve complex issues, strengthen support processes, and promote consistent service standards. You will oversee support queues, optimize response times, and help maintain strong service-level agreements in a dynamic, customer-focused environment. This is an opportunity to shape support operations, empower talented colleagues, and make a measurable impact on customer loyalty and product success.