Vantaca · 1 day ago
Senior Backend Engineer — AI Voice Agent Platform (Copy)
Redwood City, CA
Full-time
Hybrid
Senior Level
5+ years expVantaca is a fast-growing startup revolutionizing the community association management industry. The role involves shaping and scaling a high-performing technical support function, overseeing the customer support lifecycle for HOAi, and ensuring customers receive fast and accurate resolutions.
Artificial Intelligence (AI)Business IntelligenceBusiness Process Automation (BPA)Property ManagementSoftware
Responsibilities
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
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
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
Qualification
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
Preferred
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)
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.
Great parental leave benefits.
Ongoing industry and professional development trainings available to all employees.
Company
Vantaca
Vantaca is an AI-driven platform that automates community management tasks while fostering growth and stronger relationships.
201-500 employees
H1B Sponsorship
Vantaca has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (7)
Funding
Current Stage
Growth StageTotal Funding
$305MKey Investors
Cove Hill PartnersJMI Equity
2025-10-15Private Equity· $300M
2022-02-18Series Unknown· $5M
Leadership Team
Dave Sweyer
Founder
Recent News
2025-11-19
2025-11-12
Company data provided by crunchbase