Customer Success Associate (Pacific Time Zone)

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 is a blend of customer support, customer success, and operations, reporting in to our Support Operations Manager. 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 constant oversight, and also 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 Pacific time zone, and those with flexibility for weekend and evening work. Split shifts are an option, as well.

Requirements

• Experience in customer support, customer success, operations, or a related role, preferably in a startup or fast-paced environment

• 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're a self-starter that is always looking for the next problem to tackle

• Flexibility: Schedules vary, and may include 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 in a customer-facing role

• Experience working in an operations role

• Experience in property management (property manager, leasing agent, etc.)

• Experience with SQL

• You care deeply about problems related to transportation, parking, urban living, and efficient use of space and resources in cities

Benefits

• Compensation range is equivalent to $65,000-70,000 annually

• Medical, dental, and vision coverage for you and dependents

• Flexible PTO

• Monthly cell phone subsidy and one-time home-office allowance, company laptop