Parkade

Customer Support Associate

Parkade

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $24 - $30 per hour

About the role

  • 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.

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 environment
  • 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
Benefits
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supportcustomer successoperationsCRManalyticstroubleshootingissue resolutionmultitaskingprioritizationdocumentation
Soft Skills
communicationproblem-solvingindependencejudgmentattention to detailadaptabilityself-starterteam collaborationaccountabilitycustomer satisfaction