Parkade

• 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.

• Manage and develop a team of 12+ FTE support agents distributed across locations and time zones. • Formalize a tiered team structure, including Team Leads and escalation roles. • Grow the team thoughtfully and proactively alongside ticket volume and efficiency gains. • Coach team on quality, efficiency, and customer experience. • Foster a high-accountability, high-support, and highly-engaged team culture in a fully remote environment. • Own team monthly and seasonal scheduling as well as day-of scheduling changes. • Own support KPIs: CSAT, first response time, full resolution time, percent SLA adherence, etc. • Design and iterate on workflows, escalation paths, coverage models, and QA processes. • Identify workflow improvements that reduce reliance on manual interventions by increasing user-enabled features and workflows. • Increase our percentage of tickets that are auto-resolved. • Partner cross-functionally with Product, Engineering, and Operations teams on escalations, bug patterns, feedback loops, and product improvements. • Lead the team's implementation of innovative tools to improve efficiency and response quality. • Build and optimize AI-assisted workflows from agent-facing automation to customer-facing features. • Identify opportunities that reduce ticket volume or improve self-service.

• 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.

Role Description 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 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: - This is a part-time, as-needed role. Role to provide support during planned future periods of need (i.e., during scheduled PTO, anticipated high volume days, etc.) as well as unexpected periods of need (i.e. day-of call out). - We estimate the need to be between 1-2 partial (4 hour) or full (8 hour) days during morning and/or night shift. Qualifications - 1–3 years of experience in customer support, operations, or success—ideally within a SaaS startup or a rapidly evolving B2B environment. - Comfortable making decisions when information is incomplete and can pivot quickly as our product evolves. - A "self-starter" mentality with a proven ability to research and resolve complex technical issues that don’t always have a handbook. - Ability to manage your own queue, multitask across different platforms, and prioritize high-impact issues without constant supervision. - Exceptional communication skills; able to write and speak with precision and empathy. - Comfortable leveraging AI tools and automation to speed up your workflow without losing the human touch. - Experience with modern support ecosystems (e.g., Front, Zendesk, or Intercom) and a knack for learning new internal tools quickly. - Ability to navigate spreadsheets (Excel/Sheets), interpret basic reporting, and use data to back up your troubleshooting. - Confident in making judgment calls without needing to involve POCs or account admins. - Basic understanding of how web-based software works (e.g., clearing cache/cookies, identifying browser errors, or understanding API basics). - 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. Requirements - 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. Bonus Points - Experience in property management (property manager, leasing agent, etc.). - Proficiency in the use of data platforms or internal tools (like Retool, Looker, or basic SQL) is highly desirable. - Care deeply about problems related to transportation, parking, urban living, and efficient use of space and resources in cities. Benefits - Compensation range: $24.00 - $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.

• Drive the Full Sales Cycle: Prospect, source, and close a robust pipeline of deals through cold outreach, inbound channels, and networking. • Close inbound: It's your job to close it effectively, and at our target price points. • Targeted Selling: Master the building-by-building sales motion. • Consultative ROI Pitches: Confidently present to prospects, demonstrating how Parkade’s platform solves a slew of parking challenges. • Technical Discovery: Conduct thorough discovery on a building's current infrastructure. • Clean Handoffs: Ensure accurate, detailed documentation in the CRM.

• Own the pipeline number by designing, running, and scaling the programs that feed qualified opportunities to the Account Executive team, targeting multifamily owners, operators, and onsite Property Managers. • Lead a small team and carry a quarterly pipeline plan tied to AE quota coverage while reporting to the CRO as the senior member of the marketing leadership team. • Build and defend a quarterly sourced pipeline plan tied to AE quota coverage and a clear sourced to closed won conversion target. • Run multi-channel execution including paid search, paid social, content syndication, SEO, email, webinars, field events, and ABM as one integrated system. • Stand up named account plays against the top US property management companies, orchestrating ads, email, direct mail, and field events to land target logos. • Own the end-to-end persona development process by conducting customer/prospect interviews and leveraging quantitative data to standardize messaging and optimize channel strategy.

• Own how Parkade educates the multifamily industry. • Build the full funnel content engine that draws buyers in, holds their attention, and moves them toward a sales conversation. • Your work will cover SEO content, pillar pages, case studies, newsletters, video scripts, and executive thought leadership. • Report to the Director of Demand Generation, and collaborate often with brand, product and field marketing, as well as the sales team. • Set the editorial standard, manage freelancers, and build the content calendar. • Drive content that impacts organic pipeline and shortens sales cycles because buyers arrive to calls already educated.

• Drive the Full Sales Cycle: Prospect, source, and close a robust pipeline of deals • Targeted Selling: Master the building-by-building sales motion • Consultative ROI Pitches: Confidently present revenue models to prospects • Technical Discovery: Conduct thorough discovery on a building's current infrastructure • Clean Handoffs: Ensure accurate, detailed documentation in the CRM

• 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-thru 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 • Ability to make decisions without direct oversight, able to 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.