Customer Support Team Senior Manager - Remote

Parkade is a B2B2C SaaS platform that modernizes private parking for apartments, mixed-use, and offices. The Customer Support Team Senior Manager will oversee a dispersed support team, focusing on performance and strategic scaling through innovative tools and processes.

Responsibilities:

• Manage and develop a team of 12+ FTE support agents distributed across locations and time zones
• Formalize a tiered team structure, including Team Leads and escalation roles
• Grow the team thoughtfully and proactively alongside ticket volume and efficiency gains
• Coach team on quality, efficiency, and customer experience. You’re helping the team drive performance through regular 1:1s, feedback, and structured development
• Foster a high-accountability, high-support, and highly-engaged team culture in a fully remote environment
• Own team monthly and seasonal scheduling as well as day-of scheduling changes
• Own support KPIs: CSAT, first response time, full resolution time, percent SLA adherence, etc
• Design and iterate on workflows, escalation paths, coverage models, and QA processes
• Identify workflow improvements that reduce reliance on manual interventions by increasing user-enabled features and workflows
• Increase our percentage of tickets that are auto-resolved
• Partner cross-functionally with Product, Engineering, and Operations teams on escalations, bug patterns, feedback loops, and product improvements
• Lead the team's implementation of innovative tools to improve efficiency and response quality
• Build and optimize AI-assisted workflows from agent-facing automation to customer-facing features
• Identify opportunities that reduce ticket volume or improve self-service. Then own deployment and adoption of new tools
• Stay ahead of the curve on what's possible and bring a point of view on where we should be striving towards
• Alongside VP of Operations, evaluate, own, and evolve our tech stack (we currently use Front) to best serve team and customer needs
• Handle tickets and provide real backup coverage when team capacity requires it
• Stay close to the customer experience so your strategic decisions are grounded in reality

Requirements:

• 8+ years in customer support, with at least 3 years in a management or team lead capacity within a B2B SaaS tech company
• Experience managing high-volume, multi-channel support operations (email, chat, phone, in-app, etc.)
• Deep customer obsession, with a genuine drive to listen to calls, read chats, and get into the weeds of the support experience rather than manage it from a distance
• Demonstrated experience with AI as a productivity tool within support teams. This means more than turning on a chatbot. We want someone who has used AI agents, built or configured AI-powered workflows, and ideally has shipped something customer-facing
• Comfortable evaluating and implementing support tooling, including having been part of a platform migration or buildout before
• Proven ability to manage remote, distributed teams across time zones
• Background in payments processing is required, proptech or real estate tech experience is a plus
• Data-driven, where you know your metrics cold and use them to tell a story and drive decisions
• Expert with Front, Zendesk, or Intercom
• Familiarity with building in tools like Retool, n8n, Relay, or other workflow/automation platforms
• Having shipped agentic tools
• AI or other LLM-based certifications or educational experience
• Exposure to property management, parking, or real estate tech