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.