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 rebuilding 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

• 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

• 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…