Senior Customer Support Team Manager

Parkade

Customer Support Team Senior Manager leading a remote support team at a B2B SaaS company specializing in parking solutions. Responsible for team performance and innovation in customer support.

Posted 6/5/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $100,000 - $130,000 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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Hard Skills & Tools

customer support managementmulti-channel support operationsAI productivity toolsdata-driven decision makingworkflow automationticket volume reductionself-service improvementKPI managementquality assurance processesteam scheduling

Soft Skills

coachingteam leadershipcross-functional collaborationcustomer obsessionhigh-accountability cultureengagementproactive growthproblem-solvingcommunicationadaptability