Parkade
SaaS
CustomerSupportAssociate-FloatingSchedule
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Support Associate - Floating Schedule at Parkade. Skills: Customer support, Problem solving, Communication. Provide high-quality support via email. Provide high-quality support via phone”
What You'll Achieve.
Customer satisfaction; Resolution quality; Team SLAs; Team KPIs
Industry & Context.
Proactive problem solving; Research complex issues; Resolve complex issues; Troubleshooting
What They're Looking For.
Must Have
1–3 years customer support experience, 1–3 years operations experience, 1–3 years success experience, Comfortable making decisions when information is incomplete, Pivot quickly as product evolves, Proven ability to research complex technical issues, Manage own queue, Multitask across different platforms, Prioritize high-impact issues without supervision, Write with precision, Speak with precision, Translate tech-speak into simple instructions, Comfortable leveraging AI tools, Experience with modern support ecosystems, Knack for learning new internal tools, Ability to navigate spreadsheets, Interpret basic reporting, Use data to back up troubleshooting, Confidently make judgment call, Basic understanding of web-based software, Document solution, Provide feedback to Product team
Nice to Have
Experience in property management, Proficiency in data platforms, Proficiency in internal tools, SQL proficiency
What You'll Do.
Provide high-quality support via email
Provide high-quality support via phone
Troubleshoot app/website issues
Assist adjusting pricing
Assist parking enforcement
Assist with fee issuance
Assist with towing vehicles
Handle ad-hoc requests
Follow established processes
Follow legal requirements
Demonstrate accurate recall of training
Apply training in every ticket
Maintain consistent voice
Maintain high-quality tone
Align with company standards
Align with brand standards
Exercise sound judgment
Ensure follow-through for customer issues
Communicate with precision
Utilize correct grammar
Be accountable for ticket outcomes
Be accountable for customer satisfaction
Be accountable for resolution quality
Be accountable for team SLAs
Be accountable for team KPIs
Identify recurring issues
Identify gaps in product
Identify gaps in process
Surface insights to team
Assist in implementing solutions
Make decisions without direct oversight
Identify issues up the chain
Report issues up the chain
Partner with cross-functional teams
Support existing properties
Facilitate onboarding
Facilitate implementation
Facilitate ongoing needs for new properties
Provide support during planned future periods of need
Provide support during scheduled PTO
Provide support during anticipated high volume days
Provide support during unexpected periods of need
Provide support day-of call out
Understand every aspect of Parkade product
Understand how Parkade product works
Understand Parkade's customers
Understand customer needs
Understand support structure
Operate in alignment with processes
Operate in alignment with policies
Operate in alignment with support structure
Ensure building operations processes run smoothly
Suggest improvements to processes
Assist with onboarding new customers
Solve existing customers' problems
Expand footprint through operational ingenuity
How You'll Work.
Team & Collaboration
Cross-functional teams; Operations team
Communication Scope
Write with precision; Speak with precision; Translate tech-speak
Full Job Description
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 ensure that our existing customers have a top-notch parking experience and that's where our Support team comes in. ABOUT THE ROLE Primary responsibilities include: - 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 id
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