Senior Customer Advocate Lead – Remote US – Champion Exceptional Guest Support & Service Excellence for Innovative Short‑Term Rental SaaS Platform at brighthush

About brighthush

brighthush is a fully distributed, remote‑only company that is redefining how short‑term rental hosts manage their properties. Our state‑of‑the‑art platform empowers Airbnbs and other short‑term rental operators to automate self‑check‑in, dynamic pricing, and guest communication, all while delivering a seamless, friction‑free experience for both hosts and guests. With a culture built on bold experimentation, radical transparency, and a deep commitment to diversity, we invite you to join a team that thrives on solving big challenges together.

Why brighthush?

At brighthush, we believe that the best ideas come from people who bring a wide range of backgrounds, cultures, and life experiences to the table. Our distributed workforce spans every U.S. time zone, and we hire based on the ability to collaborate across time zones, not on geographic location. We’re a company that values your voice, your expertise, and your personal growth. If you’re passionate about customer experience, love working in a fast‑moving SaaS environment, and want to make a tangible impact on the hospitality industry, brighthush is the place for you.

Role Overview

As the Senior Customer Advocate Lead, you will be the linchpin that connects our US support team to the brighthush mission. You will lead a high‑performing, remote support squad, ensuring that every guest interaction reflects the brand’s commitment to excellence. Your day‑to‑day focus will include:

Key Responsibilities

• Queue Management & SLA Excellence: Oversee chat support queue distribution, ensuring first‑response times stay under 5 minutes and total resolution times under 12 hours. Continuously monitor metrics and adjust staffing models to meet peak demand.
• Team Coaching & Development: Conduct regular 1:1s, performance reviews, and real‑time feedback sessions to elevate team performance and foster a culture of continuous learning. Mentor junior advocates and help them grow into future leaders.
• Technical Troubleshooting & Escalation Leadership: Resolve complex product issues, partner closely with engineering, and guide the team through high‑priority escalations. Own the escalation process and ensure timely communication with stakeholders.
• Quality Assurance & Process Improvement: Review support interactions, audit documentation, and implement best‑practice guidelines to maintain an 87% CSAT and beyond. Identify recurring pain points and work with product to drive systemic fixes.
• On‑the‑Ground Support: Spend 30–40% of your time in the queue to stay connected to customer needs, model exemplary service, and gather real‑time insights that inform strategy.
• Cross‑Functional Collaboration: Work closely with the Director of Support, Product, Engineering, and Marketing to align on strategy, share knowledge, and drive company‑wide initiatives. Represent the support voice in executive meetings.
• Data‑Driven Decision Making: Leverage analytics tools (SQL, Tableau, or equivalent) to extract insights from support metrics, forecast staffing needs, and report on key performance indicators to senior leadership.
• Community Building: Champion a culture of empathy, knowledge sharing, and peer recognition within the support team. Organize virtual coffee chats, knowledge‑sharing sessions, and hackathons to keep the team engaged.

Essential Qualifications

• Proven experience in SaaS customer support, ideally in a senior or lead role.
• Track record of managing chat support queues and improving key metrics such as response time, CSAT, and resolution rates.
• Strong technical aptitude: ability to diagnose complex product issues, navigate multiple systems, and collaborate with engineering teams.
• Demonstrated coaching and mentorship skills, with a knack for delivering constructive feedback.
• Excellent written and verbal communication, capable of engaging both customers and internal stakeholders.
• Capacity to juggle team management responsibilities while remaining hands‑on in support.
• Experience in the short‑term rental or property management industry is a significant plus.
• Comfortable with remote‑first tools such as Slack, Zoom, Asana, and asynchronous communication practices.

Preferred Qualifications

• Background in hospitality technology or a related field.
• Experience with performance‑based incentive programs and PSUs.
• Familiarity with remote‑first team dynamics and asynchronous communication tools.
• Proficiency in data analysis tools (e.g., SQL, Tableau) to derive actionable insights from support metrics.
• Experience implementing or leading a knowledge‑base or community‑forum initiative.

Core Skills & Competencies

• Customer‑centric mindset with a passion for delivering exceptional experiences.
• Strategic thinking combined with hands‑on execution.
• Strong analytical skills to interpret data and drive process improvements.
• Adaptability and resilience in a fast‑moving, evolving environment.
• Collaboration across cross‑functional teams and time zones.
• Leadership that empowers, trusts, and celebrates team achievements.
• Proficiency in conflict resolution and de‑escalation techniques.

Career Growth & Learning Opportunities

At brighthush, your growth trajectory is as dynamic as our product. As Senior Customer Advocate Lead, you will:

• Lead initiatives that shape the future of our support organization, influencing product roadmap and customer success strategy.
• Gain exposure to senior leadership, including the Director of Support and the executive team.
• Participate in our internal “Innovation Labs,” where you can propose and pilot new support tools or processes.
• Access continuous learning resources: monthly tech deep‑dives, quarterly industry conferences, and a generous budget for certifications.
• Earn equity and performance shares that align your success with the company’s long‑term value.
• Mentor future leaders and potentially transition into broader Customer Success or Product Management roles.

Work Environment & Culture

brighthush is a remote‑only, fully distributed company that thrives on collaboration, transparency, and mutual respect. Our culture is defined by:

• Radical transparency: open‑access to company metrics, product roadmaps, and decision‑making processes.
• Trust‑based management: you are trusted to deliver results, not micromanaged.
• Inclusive community: we celebrate diverse perspectives and encourage open dialogue.
• Work‑life harmony: flexible schedules that respect personal commitments across all U.S. time zones.
• Wellness focus: mental health support, virtual fitness classes, and a peer recognition platform that rewards collaboration.
• Continuous feedback loops: regular pulse surveys, town halls, and a culture of “no‑blame” retrospectives.

Compensation & Benefits

We offer a competitive total compensation package that reflects your expertise and the value you bring to brighthush:

• Base Salary: USD $106,912.00 – $132,675.40, adjusted for cost of living in your U.S. location.
• Equity: Up to $54,276.30 in RSUs of our $HOST token, aligning your success with the company’s growth.
• Performance Share Units (PSUs): Up to USD $346,104.00 per year, vesting only upon achieving clearly defined business targets.
• Paid Time Off: 35 days per year, including self‑serve public holidays and parental leave.
• Health & Wellness: Comprehensive medical, dental, and vision plans; complimentary mental health support via Slack with Spill therapists.
• Recognition & Rewards: Earn virtual coins through our peer recognition platform, redeemable for gift cards, donations, or monetary rewards.
• Professional Development: Annual budget for conferences, courses, and certifications.
• Tech Stipend: Monthly allowance for home‑office equipment, high‑speed internet, and ergonomic accessories.
• Community & Culture: Access to virtual team‑building events, global hackathons, and a vibrant internal social network.

How to Apply

If you’re ready to lead a high‑performing support team, elevate customer satisfaction, and shape the future of short‑term rental technology, we want to hear from you. Submit your application through our careers portal and join a team that values bold ideas, continuous learning, and a shared commitment to excellence.