CustomerSupportTeamSeniorManager

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 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