Customer Support Team Senior Manager - Remote

About Parkade

Parkade is a B2B2C SaaS platform that modernizes private parking for apartments, mixed-use, and offices. We help buildings move away from the headaches of stickers, hang tags, and spreadsheets to a fully automated, self-serve app for parking management, enforcement, and customer service.

We have carved out a highly differentiated position in a massive PropTech market, our customers love us (98% lifetime retention), and we closed a successful Series A funding round with a proven sales process.

We're a lean, high-impact team where your work is visible, your ideas matter, and there's real room to shape how things get done.

The Role

We're looking for a Customer Support Team Senior Manager who's equal parts operator and innovator. You'll own the day-to-day performance of a 12+ person dispersed support team while also thinking strategically about how we scale. We see scaling come to life through smarter tooling, AI-powered workflows, and a culture of hustle and continuous improvement.

This is a true player-coach role. You'll be in the queue alongside your team, handling tickets daily and stepping in as backup when coverage demands it. You're not too senior to help a customer, and you're not too junior to build the systems that mean we need fewer escalations in the first place.

Our support team is a key source of customer obsession and happiness. It will be your job to help ensure we maintain that.

What You'll Do

Team Leadership

• 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.

Operations & Strategy

• 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.

Innovation & Tech Stack

• 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.

Player-Coach

• 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.

What We're Looking For

• 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.

Nice to Haves

• Having shipped agentic tools.

• AI or other LLM-based certifications or educational experience.

• Exposure to property management, parking, or real estate tech.

Why This Role

• Real ownership. You're not inheriting a rigid playbook, you're helping write it.

• A supportive management team. We’ll encourage your experiments and support you as you try new things.

• Lean but incredible support team, low bureaucracy, and high visibility.

Location

This is a fully remote role.