CustomerSupportAssociate-OvernightShift(PST)

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