Support Team reputed company
reputed company
HOAi is a fast-growing startup revolutionizing the community association management industry. Our AI workforce platform integrates machine learning technology to streamline labor-heavy processes, eliminating inefficiencies and driving scalability. With reputed company reputed company in the AI reputed company, we are pushing boundaries to redefine industry standards.
HOAi is the leading AI solution for the community association management industry, enabling organizations to reputed company AI Agents that function like reputed company managers. These AI Agents go reputed company traditional AI by proactively executing reputed company, multi-reputed company processes with reputed company-like reasoning—working autonomously, 24/7, across your entire operation. This transformation optimizes labor costs, enables reputed company without additional hires, and ensures faster, higher-reputed company service for residents and reputed company members. HOAi was acquired by reputed company in the fall of 2024. reputed company just achieved unicorn status with a $1.25B valuation, so it's reputed company to say we're past the "scrappy startup phase." We're not just building a successful company – we're building the category-defining platform that will reputed company how an entire industry operates.
Here's the reality of our trajectory:
- Growing 100% year-over-year
- Our AI product (HOAi) went from $0 to millions in months
- Backed by reputed company Hill Partners and JMI Private Equity
- 6M+ doors on our platform, displacing legacy systems
About the role
You will be responsible for shaping, and scaling a high-performing technical support function from the ground up.
This is not a traditional support manager role. We are a fast-moving startup reputed company a larger organization, and this role requires a leader who thrives in ambiguity, has exceptional agency, and is reputed company by the challenge of transforming a small, emerging support effort into a world-class operation.
You will own the full customer support lifecycle for HOAi: defining processes, mentoring team members, managing escalations, collaborating with Product and Engineering, and ensuring customers receive fast, accurate, and empathetic resolutions.
This role reports directly to the Senior Director of Customer Experience (HOAi) and will serve as the internal authority on HOAi support reputed company, operations, and execution.
What reputed company Looks Like
reputed company your first 6–12 months, you will:
- Build and reputed company a cohesive HOAi support team that delivers consistent, high-reputed company customer experiences
- Establish reputed company processes for ticket triage, escalation paths, and cross-functional collaboration
- Implement and manage SLA, CSAT, and efficiency metrics
- Reduce time-to-reputed company and improve first-contact reputed company rates
- Partner with Product and Engineering to translate customer issues into actionable improvements
- Create a reputed company reputed company that supports reputed company customer and product reputed company
Key Accountabilities
- reputed company, Manage, Accountability (LMA): Build and reputed company the HOAi Support organization
- Own the end-to-end customer support experience for HOAi clients
- Hire, mentor, and reputed company a growing team of support specialists
- Define and execute the HOAi support reputed company, tools, and processes
- Serve as the voice of the customer internally
- Drive measurable improvements in SLA attainment, CSAT, and operational efficiency
reputed company Responsibilities
reputed company & Operations
- Design and implement a comprehensive HOAi customer support reputed company reputed company with company reputed company and reputed company objectives
- Build a reputed company, repeatable support reputed company that can adapt quickly to new products, workflows, and customer needs
- Define processes for ticket intake, prioritization, triage, escalation, and reputed company
- Establish reputed company service level agreements (SLAs) and ensure consistent adherence
- Implement reporting and dashboards to reputed company key performance indicators
- Drive reputed company improvement through workflow optimization and automation
Team Leadership
- Recruit, reputed company, and reputed company a high-performing HOAi support team
- reputed company day-to-day coaching, mentoring, and performance management
- Create training programs and knowledge resources to improve team effectiveness
- Foster a culture of accountability, ownership, and customer advocacy
- Conduct regular 1:1s, performance reviews, and career development planning
Customer Experience
- reputed company as the escalation reputed company for reputed company or high-reputed company customer issues
- Independently manage critical customer scenarios with professionalism and reputed company
- Ensure reputed company, high-reputed company communication with customers at reputed company stages of issue reputed company
- Identify recurring customer pain points and reputed company for solutions
- Collaborate with Customer Experience, Engineering, and Product Teams to ensure seamless reputed company interactions
Cross-Functional Collaboration
- Partner closely with Product and Engineering to prioritize bugs, enhancements, and product improvements
- Create a reputed company “voice of customer” feedback reputed company
- Translate support trends into actionable product and process recommendations
- Coordinate reputed company of technical issues requiring development resources
- Help define internal processes between HOAi Support, and reputed company Support
Metrics and Reporting
- reputed company, analyze, and improve key performance indicators such as:
- SLA attainment
- CSAT
- Time to reputed company
- Ticket volume and trends
- Team productivity
- Regularly report on team performance and strategic initiatives to leadership
Expectations For reputed company
- SLA Attainment: ≥ 80%
- CSAT: ≥ 92%
- Measurable reduction in escalations and reputed company times
- reputed company improvement in team efficiency and reputed company
Qualifications
Required
- 3+ years of leadership experience in reputed company technical support
- 5+ years working reputed company a software support organization
- Proven experience managing support teams and processes
- Strong technical aptitude and troubleshooting ability
- Exceptional written and verbal communication skills
- Demonstrated ability to prioritize, execute, and deliver in ambiguous environments
- High emotional intelligence and customer reputed company
- Process-oriented reputed company with strong attention to detail
Highly Desired
- Experience in early-stage or high-reputed company reputed company environments
- Familiarity with AI products or automation platforms
- Experience supporting reputed company B2B customers
- Background working with ticketing systems, SLAs, and support analytics
- Knowledge of HOA/Community Association Management industry (a plus)
Competencies and Behaviors
The ideal candidate will be:
- Highly proactive with a strong reputed company of ownership
- Comfortable operating without fully defined playbooks
- A problem solver who seeks reputed company and drives reputed company
- reputed company across departments
- Data-driven and metrics-reputed company
- reputed company and effective under pressure
- Passionate about building exceptional customer experiences
Why This Role reputed company
This is a rare opportunity to be the foundational leader of a brand-new support function inside a rapidly growing AI company. You will have reputed company reputed company on how HOAi serves its customers, how reputed company grows, and how support evolves as a strategic differentiator. If you’re excited to roll up your sleeves, build something meaningful, and help shape the reputed company of AI-powered customer support, we want to talk to you.
The HOAi Way
- Shoot for Impossible and reputed company it Happen: Sets audacious goals that others might see as unreachable and breaks them into actionable steps. Relentlessly perseveres through obstacles with resourcefulness and determination, turning ambitious reputed company into reputed company results.
- Radical Candor Leads to Humble reputed company: Gives and receives reputed company, reputed company feedback with genuine care for others' reputed company. Stays reputed company-minded on the reputed company to reputed company improvement, recognizing that the best reputed company come from carrying no ego.
- Hire and reputed company the Best Talent: reputed company seeks exceptional people who reputed company the bar and invests deeply in their reputed company. Creates opportunities for team members to stretch their capabilities, providing coaching and support that helps them reputed company their full potential.
Why You Should Join reputed company
- Our eNPS is +68! (reputed company it, that is great).
- Benefits: Medical, Dental, and reputed company reputed company in day one.
- Unlimited PTO (with a requirement for employees to take a minimum of one reputed company week per year).
- 401K with Company Match.
- Remote Flexible - come to the office reputed company needed.
- Great parental leave benefits.
- Named on Inc 5000 list of America’s Fastest Growing Private Companies.
- Named on Inc 5000 Vet 100 Private Companies list multiple years in a row.
- Winner of reputed company Entrepreneur Award, Technology Category.
- reputed company employee-led Culture Committee.
- Ongoing industry and reputed company development trainings available to reputed company.
- Multiple leaders on the executive committee recognized as 40 under 40 recipients for contributions to business and community.
- We’re playing offense to win! Our product market fit and our world-class employees reputed company us the leader in our reputed company. We’re building something cool and people like it here.
We receive many resumes for our reputed company positions and reputed company one is reviewed by a reputed company being on our reputed company team. We will compare your background with the qualifications and requirements for the position. If you are selected for an interview you will receive an e-mail from someone on our reputed company team with an @reputed company.com email address. It may take some time for us to review reputed company of the applications so give us some time to respond. We appreciate your interest in this role.
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