Parkade

Customer Support

• 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-through 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.
• Make decisions without direct oversight as needed and 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.

Customer Support Associate – Day Shift

• Manage and develop a team of 12+ FTE support agents distributed across locations and time zones.
• Formalize a tiered team structure, including Team Leads and escalation roles.
• Grow the team thoughtfully and proactively alongside ticket volume and efficiency gains.
• Coach team on quality, efficiency, and customer experience.
• Foster a high-accountability, high-support, and highly-engaged team culture in a fully remote environment.
• Own team monthly and seasonal scheduling as well as day-of scheduling changes.
• Own support KPIs: CSAT, first response time, full resolution time, percent SLA adherence, etc.
• Design and iterate on workflows, escalation paths, coverage models, and QA processes.
• Identify workflow improvements that reduce reliance on manual interventions by increasing user-enabled features and workflows.
• Increase our percentage of tickets that are auto-resolved.
• Partner cross-functionally with Product, Engineering, and Operations teams on escalations, bug patterns, feedback loops, and product improvements.
• Lead the team's implementation of innovative tools to improve efficiency and response quality.
• Build and optimize AI-assisted workflows from agent-facing automation to customer-facing features.
• Identify opportunities that reduce ticket volume or improve self-service.

Senior Customer Support Team Manager

Customer Support Associate – Overnight Shift

Customer Support Associate

Performance Marketing

• Own the pipeline number by designing, running, and scaling the programs that feed qualified opportunities to the Account Executive team, targeting multifamily owners, operators, and onsite Property Managers.
• Lead a small team and carry a quarterly pipeline plan tied to AE quota coverage while reporting to the CRO as the senior member of the marketing leadership team.
• Build and defend a quarterly sourced pipeline plan tied to AE quota coverage and a clear sourced to closed won conversion target.
• Run multi-channel execution including paid search, paid social, content syndication, SEO, email, webinars, field events, and ABM as one integrated system.
• Stand up named account plays against the top US property management companies, orchestrating ads, email, direct mail, and field events to land target logos.
• Own the end-to-end persona development process by conducting customer/prospect interviews and leveraging quantitative data to standardize messaging and optimize channel strategy.

Director, Demand Generation

Content Marketing Manager

• Own how Parkade educates the multifamily industry.
• Build the full funnel content engine that draws buyers in, holds their attention, and moves them toward a sales conversation.
• Your work will cover SEO content, pillar pages, case studies, newsletters, video scripts, and executive thought leadership.
• Report to the Director of Demand Generation, and collaborate often with brand, product and field marketing, as well as the sales team.
• Set the editorial standard, manage freelancers, and build the content calendar.
• Drive content that impacts organic pipeline and shortens sales cycles because buyers arrive to calls already educated.

Account Executive

• Drive the Full Sales Cycle: Prospect, source, and close a robust pipeline of deals
• Targeted Selling: Master the building-by-building sales motion
• Consultative ROI Pitches: Confidently present revenue models to prospects
• Technical Discovery: Conduct thorough discovery on a building's current infrastructure
• Clean Handoffs: Ensure accurate, detailed documentation in the CRM