Teams at Parkade

The Senior Manager of Human Resources & Talent will oversee HR policies, performance management, talent acquisition, employee relations, and compliance, ensuring a cohesive culture as the team grows from 40 to 100 employees.

Lead a 12+ person remote support team as a player-coach: manage hiring, scheduling, KPIs (CSAT, response/resolution times, SLA), workflows, escalations, and QA. Drive tooling and AI-powered automation to reduce ticket volume and auto-resolve rates, partner with Product/Engineering on bugs and product fixes, and handle tickets as needed. Requires payments experience and expertise with Front/Zendesk/Intercom and automation tools.

Lead and scale a 12+ person distributed B2B SaaS support team as a player-coach, owning KPIs, workflows, tooling, AI-assisted automation, cross-functional escalations, and day-to-day ticket handling to improve CSAT and reduce manual interventions.