Senior Customer Support Team Manager

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Parkade

WebsiteLinkedInAll Job Openings

1 - 10 employees

Software

Parkade is a company that offers comprehensive parking management software designed for multi-family residences, office buildings, condos, truck lots, hotels, and more. Their software features tenant and visitor parking management, gate and PMS integration, automated enforcement, and revenue management. Parkade enables property managers to optimize parking space usage, increase revenue, streamline operations, and improve security through automated processes and digital systems. By providing reliable, reservable parking and integration with existing property management systems, Parkade helps properties manage both short-term and long-term parking needs efficiently. Their platform also supports increased revenue through public parking rentals and smart pricing strategies.

📋 Description

• 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. • 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.

🎯 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. • 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.

🏖️ Benefits

• Offers Equity