Customer Advocacy Lead

Job Summary

Leading a team of Customer Advocacy Associates, the full-time remote Customer Advocacy Lead will resolve complex customer complaints, drive operational excellence, and enhance customer experience through cross-functional collaboration and data-driven insights.

Key responsibilities

• Manage, coach, and develop a high-performing team while driving performance metrics
• Resolve escalated customer complaints and advocate for customer needs across the organization
• Own quality assurance operations and vendor performance to ensure compliance with standards

Required qualifications

• 5+ years of people management experience in customer operations or service delivery, or equivalent experience with a relevant degree
• 3+ years of experience in customer support, service delivery, or complaint resolution
• Experience managing vendors, BPOs, or external partners
• Demonstrated ability to lead complex, cross-functional initiatives and drive measurable outcomes
• Strong operational mindset with experience managing SLAs, KPIs, and service performance