Customer Support Associate

About Parkade

At Parkade, we’re on a mission to transform the way buildings think about and manage their parking. Our platform helps multifamily and commercial properties unlock new revenue, streamline operations, and deliver a dramatically better experience for tenants and residents ("parkers"). We’re a fast-growing, venture-backed startup with an ambitious team and a huge opportunity ahead of us.

We have a network of properties we currently work with, and we're growing that footprint every day. We need to get these new buildings and parkers successfully on our platform, while also ensuring that our existing customers have a top-notch parking experience; that's where you come in.

About the Role

This position reports to our Sr. Manager, Support Operations. Your primary role will be ensuring we meet our customer SLAs with solid support, while also providing assistance to our operations team in keeping our existing properties happy and making new onboarding experiences as smooth as possible.

You excel in customer service, and have an eye for spotting problems and suggesting (and implementing!) solutions. You're comfortable making decisions without direct oversight, and you're able to spot and report issues up the chain as needed. Please note sometimes this role will need to enforce parking rules, or contact a towing service.

We're ideally looking for candidates in the Pacific time zone, and those with flexibility for weekend and evening work. Candidates must be based in the US and authorized to work in the US without current or future sponsorship.

The shifts will generally be: 12:00pm PT (noon) - 9:00pm PT including a 1-hour lunch

Requirements

• Experience in customer support for software company preferably in a startup or fast-paced environment.
• Comfortable and familiar using AI in your daily work.
• Experience in high-volume email-based support.
• Strong understanding of customer support tools e.g. Front, Zendesk, Intercom, etc.
• Comfortable with learning new systems and integrating them into your daily work.
• Responsible, accountable for your work, and holds a high work ethic.
• Ability to work independently where you know how to multitask and prioritize effectively.
• Fluent in written English. You can communicate clearly with customers and teammates at all levels, and convey your thoughts with minimal grammatical or spelling errors.
• You're a self-starter that is always looking for the next problem to tackle.
• Flexibility: Schedules vary, and require weekends, nights, or early mornings

Early Expectations

• Understand every aspect of the Parkade product and how it works
• Understand who Parkade's customers are, and their current and future needs
• Share responsibility for customer support with our Operations team
• Ensure our building operations processes are running smoothly, and suggest improvements to those processes
• Onboard new customers, solve existing customers' problems, and expand our footprint through operational ingenuity

Bonus points

• Experience working in an operations role
• Experience in property management (property manager, leasing agent, etc.)
• You care deeply about problems related to transportation, parking, urban living, and efficient use of space and resources in cities
• Fluency in Spanish

Benefits

• Compensation range: $25.00 - $30.00/hour
• 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