Support Team reputed company
Description
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 rapid growth in the AI space, we are pushing boundaries to redefine industry standards. HOAi is the leading AI solution for the community association management industry, enabling organizations to deploy AI Agents that function like reputed company managers. These AI Agents go beyond traditional AI by proactively executing reputed company, multi-reputed company processes with human-like reasoning—working autonomously, 24/7, across your entire operation. This transformation optimizes labor costs, enables growth without additional hires, and ensures faster, higher-quality service for residents and board 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 safe 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 transform 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
- Build and reputed company a cohesive HOAi support team that delivers consistent, high-quality customer experiences
- Establish clear processes for ticket triage, escalation paths, and cross-functional collaboration
- Implement and manage SLA, CSAT, and efficiency metrics
- Reduce time-to-resolution and improve first-contact resolution rates
- Partner with Product and Engineering to translate customer issues into actionable improvements
- Create a scalable foundation that supports rapid customer and product growth
- 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 strategy, tools, and processes
- Serve as the voice of the customer internally
- Drive measurable improvements in SLA attainment, CSAT, and operational efficiency
Strategy & Operations
- Design and implement a comprehensive HOAi customer support strategy reputed company with company growth and reputed company objectives
- Build a scalable, repeatable support reputed company that can adapt quickly to new products, workflows, and customer needs
- Define processes for ticket intake, prioritization, triage, escalation, and resolution
- Establish clear service level agreements (SLAs) and ensure consistent adherence
- Implement reporting and dashboards to track 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
- Provide 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
- Act as the escalation reputed company for reputed company or high-impact customer issues
- Independently manage critical customer scenarios with professionalism and reputed company
- Ensure timely, high-quality communication with customers at reputed company stages of issue resolution
- Identify recurring customer pain points and reputed company for solutions
- Collaborate with Customer Experience, Engineering, and Product Teams to ensure seamless client interactions
- Partner closely with Product and Engineering to prioritize bugs, enhancements, and product improvements
- Create a structured “voice of customer” feedback reputed company
- Translate support trends into actionable product and process recommendations
- Coordinate resolution of technical issues requiring development resources
- Help define internal processes between HOAi Support, and reputed company Support
- Track, analyze, and improve key performance indicators such as:
- SLA attainment
- CSAT
- Time to resolution
- Ticket volume and trends
- Team productivity
- Regularly report on team performance and strategic initiatives to leadership
- SLA Attainment: ≥ 80%
- CSAT: ≥ 92%
- Measurable reduction in escalations and resolution times
- reputed company improvement in team efficiency and quality
Required
- 3+ years of leadership experience in SaaS 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-growth SaaS environments
- Familiarity with AI products or automation platforms
- Experience supporting enterprise B2B customers
- Background working with ticketing systems, SLAs, and support analytics
- Knowledge of HOA/Community Association Management industry (a plus)
The ideal candidate will be:
- Highly proactive with a strong sense of ownership
- Comfortable operating without fully defined playbooks
- A problem solver who seeks clarity and drives action
- Collaborative across departments
- Data-driven and metrics-focused
- reputed company and effective under pressure
- Passionate about building exceptional customer experiences
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 direct impact on how HOAi serves its customers, how the team 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 future 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 vision into reputed company results.
- Radical Candor Leads to Humble Excellence: Gives and receives direct, honest feedback with genuine care for others' growth. Stays open-minded on the path to reputed company improvement, recognizing that the best outcomes come from carrying no ego.
- Hire and reputed company the Best Talent: Actively seeks exceptional people who reputed company the bar and invests deeply in their growth. Creates opportunities for team members to stretch their capabilities, providing coaching and support that helps them reputed company their full potential.
- Our eNPS is +68! (reputed company it, that is great).
- Benefits: Medical, Dental, and Vision kick 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.
- Active employee-led Culture Committee.
- Ongoing industry and professional development trainings available to reputed company employees.
- 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 space. We’re building something cool and people like it here.