Customer Support Team Senior Manager

About the Company

Parkade is a B2B2C software platform focused on modernizing private parking for apartments, mixed-use properties, and office buildings. It replaces manual tools like stickers, hang tags, and spreadsheets with an automated self-serve application for parking administration, enforcement, and customer service.

The business has established a strong position in the PropTech space, backed by high customer retention and a successful Series A financing round. The team is lean, fast-moving, and highly collaborative, with significant opportunity to influence how the support function evolves.

Role Overview

This position calls for a hands-on customer support leader who can manage day-to-day team performance while also improving systems, workflows, and tooling for scale. The role combines operational leadership with strategic problem-solving and includes direct ticket handling as part of a player-coach model.

You will oversee a distributed support organization, contribute to customer experience quality, and help shape how the team uses automation and AI to reduce manual work and improve service.

Key Responsibilities

You will lead a remote support team, improve operational efficiency, and partner closely with other departments to strengthen the overall customer experience. The role requires active involvement in both people management and frontline support.

• Lead and develop a distributed team of more than 12 support professionals across different locations and time zones.
• Create and refine a layered team structure that includes team leads and escalation ownership.
• Scale the team carefully in line with ticket growth and efficiency improvements.
• Coach team members on quality, speed, and customer satisfaction through regular one-on-ones, feedback, and development planning.
• Build a remote culture that balances accountability, support, and engagement.
• Own monthly, seasonal, and same-day scheduling adjustments.
• Track and improve key support metrics such as CSAT, first response time, resolution time, and SLA compliance.
• Design better workflows, escalation handling, coverage models, and quality assurance processes.
• Identify opportunities to reduce manual handling by increasing self-service and user-enabled workflows.
• Work to increase the share of issues that are automatically resolved.
• Collaborate with Product, Engineering, and Operations on escalations, bug trends, feedback loops, and product changes.
• Introduce tools and methods that improve efficiency and response quality.
• Develop and refine AI-supported workflows for both agents and customers.
• Find and implement solutions that lower ticket volume or strengthen self-service, then drive adoption across the team.
• Contribute a forward-looking perspective on support technology and where the function should evolve.
• Work with the VP of Operations to assess, manage, and improve the support tech stack, including Front.
• Remain available for direct ticket handling and backup coverage when team demand requires it.
• Stay closely connected to customer interactions so strategic decisions reflect real-world support needs.

Requirements

• At least 8 years of experience in customer support, including 3 or more years in a management or team lead role within a B2B SaaS environment.
• Experience running high-volume, multi-channel support operations across email, chat, phone, in-app, and similar channels.
• Strong customer-first mindset and a willingness to engage deeply with calls, chats, and frontline support details.
• Hands-on experience using AI as a productivity and workflow tool within a support organization.
• Ability to build, configure, or use AI-powered workflows, with bonus value for customer-facing AI launches.
• Experience evaluating and implementing support software, including prior platform migrations or major tool rollouts.
• Proven success leading remote teams spread across time zones.
• Background in payments processing is mandatory.
• Proptech or real estate technology experience is advantageous.
• Comfort using data and metrics to shape decisions and communicate performance clearly.
• Advanced proficiency with Front, Zendesk, or Intercom.
• Familiarity with automation and workflow tools such as Retool, n8n, Relay, or similar platforms.

Preferred Qualifications

• Experience launching agentic tools.
• AI or LLM-related certifications or formal learning.
• Exposure to property management, parking, or real estate technology.

Additional Information

This is a fully remote, full-time position based in the Long Beach / Los Angeles area context provided in the listing. The role is part of the Operations department. Compensation is listed at $100,000 to $130,000 annually and equity is offered.

The hiring company emphasizes ownership, experimentation, and low bureaucracy. The support team is described as high-performing and visible, with room to shape processes and systems rather than simply follow an existing playbook.