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-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.

Customer Support Associate

Operations

• Scale Implementation: Oversee the team that onboards new customers.
• Front line to the boardroom: Roll up your sleeves when needed and take customer support shifts.
• Support support: Help provide amazing customer service, 24/7.
• Physical Operations Strategy: Manage the logistics of our physical footprint.
• Vendor & Partner Management: Negotiate and manage relationships with hardware installers.
• Process Optimization: Identify bottlenecks in our internal workflows.
• Cross-Functional Alignment: Work with the new VP of Sales and Head of Support.
• Unit Economics: Own the cost to serve.
• Operationalize experiments: Innovate with products and services.
• Visit our customers: Lead by example and spend time visiting customers.

Customer Support Associate

VP of Operations