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.