Customer Support Associate, Parkade

• Background. 1–3 years of experience in customer support, operations, or success—ideally within a SaaS startup or a rapidly evolving B2B environment
• Adaptability: You are comfortable making decisions when information is incomplete and can pivot quickly as our product evolves
• Proactive Problem Solving: A "self-starter" mentality with a proven ability to research and resolve complex technical issues that don’t always have a handbook
• Ownership: You know how to manage your own queue, multitask across different platforms, and prioritize high-impact issues without constant supervision
• Exceptional Communication: You write and speak with precision and empathy. You can translate "tech-speak" into simple, actionable instructions for customers
• AI-Forward: You are comfortable leveraging AI tools and automation to speed up your workflow without losing the human touch
• Platform Proficiency: Experience with modern support ecosystems (e.g., Front, Zendesk, or Intercom) and a knack for learning new internal tools quickly
• Data Literacy: Ability to navigate spreadsheets (Excel/Sheets), interpret basic reporting, and use data to back up your troubleshooting
• Decision Maker. You can confidently make a judgment call without needing to involve POCs or account admins
• Technical Aptitude: Basic understanding of how web-based software works (e.g., clearing cache/cookies, identifying browser errors, or understanding API basics)
• Feedback Loop: A desire to not just fix the customer's problem, but to document the solution and provide feedback to the Product team to prevent the issue from happening again
• Experience in property management (property manager, leasing agent, etc.)

Desirable

• 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
• We are currently hiring for the following shift:
• Monday, Tuesday, Wednesday, Friday, and Saturday*
• 12:00am PT (midnight) - 9:00 am PT, including a 1-hour lunch
• Minimum hours a week: 40
• *These days are subject to change
• Early Expectations:
• Understand every aspect of the Parkade product and how it works
• Understand who Parkade's customers are, and their current needs
• Understand our processes, policies, and 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