Senior Backend Engineer — AI Voice Agent Platform (Copy)

Vantaca+HOAi•Redwood City, CA

5d•Remote

About The Position

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 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.

Requirements

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

Nice To Haves

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)

Responsibilities

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
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
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
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
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

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.

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