Customer Support Associate - Remote

About Parkade · At Parkade, we're on a mission to transform the way buildings think about and manage their parking. Our platform helps multifamily and commercial properties unlock new revenue, streamline operations, and deliver a dramatically better experience for tenants and res ...

Job description

About Parkade

At Parkade, we're on a mission to transform the way buildings think about and manage their parking. Our platform helps multifamily and commercial properties unlock new revenue, streamline operations, and deliver a dramatically better experience for tenants and residents ("parkers"). We're a fast-growing, venture-backed startup with an ambitious team and a huge opportunity ahead of us.

We have a network of properties we currently work with, and we're growing that footprint every day. We need to get these new buildings and parkers successfully on our platform, while also ensuring that our existing customers have a top-notch parking experience; that's where you come in.

About the Role

This position is a blend of customer support, customer success, and operations, reporting into the Head of Operations and Support Operations Manager. Primary responsibilities will include:

• Provide high quality support via email and phone to property managers and parking customers on all issues including but not limited to app/website troubleshooting, assistance booking or adjusting pricing, parking enforcement (fee issuance, towing vehicles), and ad-hoc requests related to parking organization and management

• Follow all established processes, policies, and legal requirements without deviation; demonstrate accurate recall and application of training in every ticket

• Maintain a consistent, high-quality voice and tone aligned with company and brand standards

• Exercise sound judgment in prioritizing issues, escalating as appropriate, and ensuring follow-thru for customer issues

• Communicate with precision utilizing correct grammar and concise wording, removing ambiguity whenever possible to ensure property managers and our end users are never confused and constantly educated on how to best utilize Parkade

• Document actions, decisions, and outcomes on all tickets as needed

• Be accountable for ticket outcomes, customer satisfaction, resolution quality, and team SLAs and KPIs

• Identify patterns, recurring issues, and gaps in our product or process, surface insights to the team and assist in implementing solutions

• Ability to make decisions without direct oversight, able to identify and report issues up the chain as needed

• Partner with cross-functional teams, including Operations, to support existing properties and facilitate onboarding, implementation, and ongoing needs for new properties.

We are currently hiring for the following shift:

12:00am PT (midnight) - 9:00am PT including a 1-hour lunch

Minimum hours a week: 32

Requirements

• Experience in customer support, customer success, operations, or a related role, preferably in a startup or fast-paced and continually changing environment

• At least 1-3 years of experience providing written and verbal support utilizing a CRM for both email, chat, and phone support in a high volume and time sensitive environemtn

• Proven ability to research, analyze, and resolve complex issues that lack predefined solutions

• Comfortable working with ambiguity and devising solutions when information is incomplete

• Strong understanding of customer support tools e.g. Front, Zendesk, Intercom, etc.

• Comfortable with learning new systems and integrating them into your daily work

• Ability to work independently; you know how to multitask and prioritize effectively

• Understand how to navigate and digest a spreadsheet; analytics experience is a bonus

• Fluent in written English — you should be able to communicate clearly with customers and teammates at all levels, and convey your thoughts with minimal grammatical or spelling errors

• You know how to multitask and prioritize issues, even in absence of clear guidelines

• You're a self-starter that is always looking for the next problem to tackle

• Access to a reliable, private high-speed internet connection and a quiet workspace

• This role requires scheduling flexibility, including availability for weekend, night, and early morning shifts as our team works 24/7/365

• Holidays are required

Early Expectations

• Understand every aspect of the Parkade product and how it works

• Understand who Parkade's customers are, and their current and future needs

• Understand our processes, policies, support structure and be able to operate in alignment with them

• Ensure our building operations processes are running smoothly, and suggest improvements to those processes

• Assist with onboarding new customers, solve existing customers' problems, and expand our footprint through operational ingenuity

Bonus points

• Experience in property management (property manager, leasing agent, etc.)

• Proficiency in the use of data platforms or internal tools (like Retool, Looker, or basic SQL) is highly desirable

• You care deeply about problems related to transportation, parking, urban living, and efficient use of space and resources in cities

Benefits

• Compensation range: $ $30.00/hour

• Medical, dental, and vision coverage for full-time employees

• PTO for full-time employees

• Monthly cell phone stipend and one-time home-office allowance, company laptop