Lead Customer Advocate – Remote US‑Based Team Leadership for SaaS Short‑Term Rental Platform

About arenaflex – Pioneering the Future of Short‑Term Rental Software

arenaflex is a fast‑growing, fully distributed technology company that empowers property owners and managers to list, rent, and manage short‑term rentals with a seamless, end‑to‑end software solution. Our platform combines sophisticated automation, intuitive design, and a world‑class customer experience to help hosts turn their properties into thriving businesses. As a remote‑only organization, we hire talent based on time zones rather than geography, fostering a truly global team that collaborates across borders while sharing a common mission: to make short‑term rental hosting effortless and profitable.

Our culture is built on boldness, curiosity, and a relentless drive to solve big problems together. We celebrate diversity in every form—background, culture, experience, and perspective—and we believe that a wide range of voices fuels innovation. At arenaflex, you’ll find a supportive environment where ideas are heard, experiments are encouraged, and every team member is trusted to own their impact.

Why This Role Matters

The Customer Advocate Lead is the cornerstone of our US support operation. You will guide a talented team of support specialists, ensuring that every interaction with our hosts not only resolves issues quickly but also reinforces the trust and loyalty that are essential to our brand. By optimizing response times, coaching agents, and championing continuous improvement, you will directly influence our customer satisfaction score (currently an impressive 87%) and help us maintain our reputation as the most reliable partner for short‑term rental hosts.

Key Responsibilities

• Queue Management & SLA Enforcement: Oversee the distribution of live‑chat tickets across the US support team, guaranteeing a first‑response target of 5 minutes and a total resolution time of 12 hours. Continuously monitor metrics, adjust staffing, and implement process refinements to meet or exceed service level agreements.
• Team Coaching & Development: Conduct regular one‑on‑ones, performance reviews, and real‑time feedback sessions. Design and deliver training programs that enhance product knowledge, communication skills, and technical troubleshooting abilities.
• Hands‑On Support & Escalation Management: Spend 30‑40% of your workday actively handling support tickets, especially complex or high‑priority cases. Use your deep product expertise to diagnose issues, collaborate with engineering, and ensure swift resolution for customers.
• Quality Assurance & Documentation: Review support interactions for accuracy, tone, and compliance. Maintain and improve internal knowledge bases, SOPs, and customer‑facing documentation to promote consistency and self‑service.
• Onboarding & Enablement: Lead the onboarding experience for new hires, teaching them the tools, processes, and product fundamentals needed to succeed from day one.
• Cross‑Functional Collaboration: Partner closely with the Director of Support, product managers, engineering, and other support leads to surface recurring pain points, influence product roadmaps, and drive systemic improvements.
• Data‑Driven Decision Making: Leverage support analytics to identify trends, forecast workload, and propose strategic initiatives that boost efficiency and customer delight.

Essential Qualifications

• Minimum 3‑5 years of experience in SaaS customer support, with at least 2 years in a supervisory or lead capacity.
• Demonstrated success managing live‑chat queues and improving key performance indicators such as response time, CSAT, and resolution rate.
• Strong technical aptitude: ability to troubleshoot complex software issues, navigate multiple systems, and collaborate effectively with engineering teams.
• Proven track record of coaching, mentoring, and developing support agents, fostering a culture of continuous learning.
• Exceptional written and verbal communication skills, with the ability to convey technical concepts clearly to both customers and internal stakeholders.
• Experience balancing hands‑on support duties with managerial responsibilities, ensuring neither area is neglected.
• Bonus: Prior experience in the short‑term rental, property‑management, or hospitality technology space.

Preferred Qualifications & Additional Skills

• Familiarity with modern support platforms (e.g., Intercom, Zendesk, Freshdesk) and CRM tools.
• Background in process improvement methodologies such as Lean, Six Sigma, or Agile.
• Data‑analysis proficiency using tools like Excel, Google Sheets, or SQL to extract actionable insights.
• Experience working in a fully remote, distributed team environment.
• Passion for the short‑term rental ecosystem and a genuine desire to help hosts succeed.

Core Competencies for Success

• Empathy & Customer‑Centric Mindset: Ability to put yourself in the customer’s shoes and deliver solutions that exceed expectations.
• Leadership Presence: Inspire confidence, model best practices, and create an environment where team members feel safe to experiment and grow.
• Analytical Thinking: Break down complex problems, identify root causes, and propose scalable solutions.
• Collaboration: Work seamlessly across product, engineering, and operations to champion the customer’s voice.
• Adaptability: Thrive in a fast‑moving startup environment where priorities shift and new challenges arise daily.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its people. As a Customer Advocate Lead, you will have access to:

• Mentorship from senior leaders, including the Director of Support and other seasoned managers.
• Budget for conferences, workshops, and certifications related to customer experience, leadership, and SaaS technologies.
• Opportunities to transition into broader operational roles, such as Head of Support, Customer Success, or Product Management, as the organization scales.
• Regular internal “Lunch & Learn” sessions where you can share expertise and learn from peers across the company.

Work Environment & Culture at arenaflex

Our remote‑first philosophy means you can work from any location within the United States that aligns with our time‑zone requirements. We value results over hours logged, and we trust our team members to manage their own schedules while maintaining high standards of service.

Key cultural pillars include:

• Trust & Autonomy: You are empowered to make decisions that benefit customers and the team without micromanagement.
• Transparency: Regular all‑hands meetings, open financials, and clear communication of company goals.
• Inclusivity: A commitment to diverse hiring, equitable pay, and an environment where every voice is heard.
• Well‑Being: Mental‑health resources, flexible vacation policies, and a supportive community that celebrates personal milestones.

Compensation, Perks & Benefits

• Competitive Salary: Total cash compensation ranging from $96,220 to $120,614 annually, adjusted for cost‑of‑living in your location. For U.S. employees, the gross salary band is $81,787‑$102,521.
• Equity Participation: Opportunity to earn arenaflex equity through our arenaflex token program, aligning your success with the company’s growth.
• Generous Time Off: 35 days of paid vacation per year, plus self‑serve public holidays and parental leave.
• Health & Wellness: Access to mental‑health and emotional‑support services via arenaflex‑partnered therapists available through Slack.
• Recognition: Proudly featured on Inc.’s “Best Workplaces for 2023” list, reflecting our commitment to employee satisfaction.
• Remote Work Stipend: Budget for home‑office setup, coworking space memberships, and high‑speed internet.
• Learning & Development: Annual education allowance, subscription to industry learning platforms, and internal skill‑share programs.

How to Apply

If you are passionate about delivering world‑class support, love mentoring high‑performing teams, and thrive in a dynamic, remote environment, we want to hear from you. Even if you don’t meet every qualification listed, we encourage you to apply—arenaflex values potential, curiosity, and a growth mindset above all.

To submit your application, please visit the arenaflex careers page and follow the instructions for the “Customer Advocate Lead – Remote US‑Based Team Leadership” position. We look forward to reviewing your profile and exploring how you can contribute to our mission of empowering short‑term rental hosts worldwide.

Join arenaflex and Shape the Future of Hospitality Tech

At arenaflex, you’ll be part of a purpose‑driven team that is redefining how hosts manage their properties. Your leadership will directly impact the experiences of thousands of hosts and guests, driving both customer delight and business growth. Ready to make a difference? Apply today and become a catalyst for excellence in the world of short‑term rental software.