Parkade

Operations

• Take the reins of a program that’s already generating real momentum and drive it from pilot to market.
• Operationalize the current testing phase into a repeatable, reliable program with documented processes and clear performance standards.
• Act as the connective tissue between third-party partners, internal stakeholders, and customers.
• Formalize initiatives into commercially viable products that are piloted, packaged, and sold to new and existing customers.
• Partner with Sales and Customer Success to define the value proposition, pricing model, and go-to-market approach.
• Create the reporting infrastructure, goal-tracking frameworks, and dashboards needed to demonstrate program performance and ROI.
• Define the roles, responsibilities, and workflows needed to staff and scale the program with a path to hiring as we grow.
• Build automations and low-code workflows to streamline the experience for partners and local contractors.
• Develop training materials, onboarding resources, and SOPs that enable new patrollers and partners to ramp fast and perform consistently.
• Identify and pursue new partnership opportunities, networks, and service expansions that grow the offering.
• Stay curious about what’s next from new verticals to new enforcement models, and new technology to bring those ideas to the table proactively.

Senior Manager, Growth Operations

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.

Parkade

Senior Manager, Growth Operations

Customer Support Associate – Day Shift

Senior Customer Support Team Manager

Customer Support Associate – Overnight Shift

Customer Support Associate