Customer Support Team Senior Manager, Parkade
$100-130k
Offers equity
Parking management solution
Be an early applicant
Parking management solution
21-100 employees
Be an early applicant
$100-130k
Offers equity
21-100 employees
Company mission
To create a more liveable, more affordable, more mobile world - with far fewer parking spots.
Role
Who you are
- 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
- AI or other LLM-based certifications or educational experience
Desirable
- Having shipped agentic tools
- Exposure to property management, parking, or real estate tech
What the job involves
- 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
- 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
- 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. 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
- 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
- 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
Our take
Inefficiencies in the way parking is handled, especially in the US, have led to an overabundance of parking lots taking up land that could be better used by communities. Parkade aims to revolutionize parking at offices and apartment buildings with its parking spot reservation and management app.
With the Parkade app for tenant buildings, users can reserve, change, pay for, share and report problems with their parking spots. Its automated parking spot leasing covers any duration of lease, and expands parking capacity by making it simple to share unused spaces. The company's offering for offices enables businesses to switch their parking facilities to a lease model, giving them better control over how parking space is utilized in their lots.
With the ultimate aim to enable future structures to be built with less parking, Parkade has set its sight on real impact for city planning and optimized spaces. Funds raised by the company are cited to help broaden and accelerate product development, as well as fuel a period of aggressive expansion.
Kirsty
Company Specialist at Welcome to the Jungle
Company
Funding (2 rounds)
May 2025
$10m
SERIES A
Jun 2022
$6.7m
EARLY VC
Total funding: $16.7m
Company benefits
- Competitive compensation: Along with a market-aligned salary, early employees will get a significant ownership stake in Parkade to share in our success.
- Impactful, mission-driven work: As an early employee, you’ll help shape our mission and get to live it every day through work that makes an impact.
- Benefits: Full-time employees get medical, dental, and vision insurance along with other benefits to support your health and wellbeing.
- Flexible vacation: Time off of work is imperative; we trust you to take what you need to strike your balance.
- Hybrid workplace: We're excited to grow our vibrant, hybrid San Francisco HQ team, as well as our awesome remote team.
Company HQ
Mission District, San Francisco, CA
Leadership
Evan Goldin
(Co-Founder & CEO)Previously served as the Senior Director of Product Management and Design at Chariot and as a Product Manager at Lyft.
Ben Plowman
(Co-Founder & CTO)Previously an Engineering Manager at Getaround and a Mobile Engineer at Ning.
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