Support Team Lead

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 experienced managers. These AI Agents go beyond traditional AI by proactively executing complex, multi-step 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 Vantaca in the fall of 2024. Vantaca 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 Cove 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 within a larger organization, and this role requires a leader who thrives in ambiguity, has exceptional agency, and is energized 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 strategy, operations, and execution. What Success Looks Like Within your first 6–12 months, you will:

• Build and lead 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

Key Accountabilities

• Lead, Manage, Accountability (LMA): Build and lead the HOAi Support organization
• Own the end-to-end customer support experience for HOAi clients
• Hire, mentor, and develop 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

Core Responsibilities

Strategy & Operations

• Design and implement a comprehensive HOAi customer support strategy aligned with company growth and customer success objectives
• Build a scalable, repeatable support framework 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 continuous improvement through workflow optimization and automation

Team Leadership

• Recruit, onboard, and develop 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

Customer Experience

• Act as the escalation point for complex or high-impact customer issues
• Independently manage critical customer scenarios with professionalism and empathy
• Ensure timely, high-quality communication with customers at all stages of issue resolution
• Identify recurring customer pain points and advocate for solutions
• Collaborate with Customer Experience, Engineering, and Product Teams to ensure seamless client interactions

Cross-Functional Collaboration

• Partner closely with Product and Engineering to prioritize bugs, enhancements, and product improvements
• Create a structured “voice of customer” feedback loop
• 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 Vantaca Support

Metrics and Reporting

• 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

Expectations For Success

• SLA Attainment: ≥ 80%
• CSAT: ≥ 92%
• Measurable reduction in escalations and resolution times
• Continuous improvement in team efficiency and quality

Qualifications

Required

• 3+ years of leadership experience in SaaS technical support
• 5+ years working within 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 empathy
• Process-oriented mindset 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)

Competencies and Behaviors

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
• Calm and effective under pressure
• Passionate about building exceptional customer experiences

Why This Role Matters

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 Make 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 tangible 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 continuous improvement, recognizing that the best outcomes come from carrying no ego.
• Hire and Develop the Best Talent: Actively seeks exceptional people who raise the bar and invests deeply in their growth. Creates opportunities for team members to stretch their capabilities, providing coaching and support that helps them reach their full potential.

Why You Should Join Our Team

• Our eNPS is +68! (Google 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 continuous week per year).
• 401K with Company Match.
• Remote Flexible - come to the office when 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 Coastal Entrepreneur Award, Technology Category.
• Active employee-led Culture Committee.
• Ongoing industry and professional development trainings available to all 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 make us the leader in our space. We’re building something cool and people like it here.

We receive many resumes for our open positions and each one is reviewed by a human being on our recruiting 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 recruiting team with an @vantaca.com email address. It may take some time for us to review all of the applications so give us some time to respond. We appreciate your interest in this role. Apply To This Job