• Serve as the primary point of contact for the external CX and Tier 1 and 2 Technical support vendor (S), ensuring alignment on performance expectations, quality standards, and compliance with documented operational procedures. • Lead the end-to-end Response Management process, including root cause analysis, documentation quality, escalation coordination, and timely resolution to maintain a high customer experience standard. • Partner with the vendor to develop, implement, and continuously refine standardized training, certification, and quality assurance processes for CX agents. • Hold the vendor accountable to SLA, QA, CSAT, and accuracy targets, escalating risks proactively. • Own recurring performance reporting for CX and Technical Support operations, leveraging ThoughtSpot to identify trends, assess performance drivers, and identify opportunities for improvement. • Manage and interpret CX and Technical Support data to uncover patterns in customer behavior, agent performance, and systemic root causes. • Translate insights into structured recommendations for Product, Engineering, QA, and Operations to support roadmap decisions and workflow improvements. • Maintain clear visibility into vendor operational health and highlight risks before they become problems. • Develop, document, and maintain CX and technical support related standard operating procedures for agent workflows, incident handling, quality reviews, and escalation pathways. • Ensure all process updates follow rigorous change management and document control practices to maintain operational reliability and compliance. • Work cross-functionally with Product, Engineering, QA, and Operations teams to evaluate tools, refine workflows, update training materials, and collaborate with a direct supervisor on continuous improvement initiatives. • Lead operational readiness for new products, features, and processes by ensuring vendor and internal teams are aligned and equipped.

• 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.

Computational Designer & Software Engineer Location: 100% Remote (North America) About the Slate Ai At Slate Technologies we are bringing fresh ideas and technology-driven tools to the construction industry, leveraging AI, data science and machine learning to help our customers build better. Our team brings together the collective talent of some of the world’s leading software designers, engineers, and career construction professionals together with advanced technologies to solve the big problems that face the construction industry. The Slate platform uses advanced AI, including predictive, generative and agentic models, to connect and contextualize data, providing a dynamic decision assistant and process automations that improve efficiency and lower costs over the construction process from land acquisition, design and pre-construction to project management and controls. Position Summary Join Slate as a Computational Designer and Software Developer, where you’ll be at the forefront of creating innovative, real-world solutions in Architecture, Engineering, and Construction. Collaborate with a global team of designers, developers, engineers, and industry experts to develop cloud-based computational solutions using Grasshopper and Rhino Compute. As a vital member of our computational design team, you will: Collaborate with teammates to build modular, scalable solutions Utilize your creativity and expertise in visual scripting to deliver high-quality outputs Adhere to pre-existing guidelines while seizing opportunities to enhance and grow our platform If you have a vision and passion for deploying computational design solutions to users of varying skill levels, we’d love to hear from you! Role / You are: A Computational Designer dedicated to precision, quality, and creativity Experienced or passionate about the built environment, including Architecture, Engineering, and Construction Capable of collaborating with other Computational Design experts on diverse project types and scopes Knowledgeable in connecting front-end and back-end solutions using Grasshopper and Rhino Compute Able to clearly communicate and articulate complex scripting solutions and needs to non-experts Responsibilities: Work within the existing framework of Slate’s Generate platform for computational design, while exploring potential enhancements Consistently deliver high-quality Grasshopper solutions that are organized and tailored to client-specific outputs Develop custom API solutions for interoperability between multiple software platforms (e.g., Revit, AutoCAD, Excel, Word, and more) Create custom nodes in Python and C#, transforming them into custom plugins, hops, etc. Handle client data that may be sensitive or confidential with utmost care Collaborate directly with leaders of the computational design and engineering teams to assist in executing full-stack software solutions Push the boundaries of what’s possible with your creativity and unique perspectives Desired Experience A minimum of 8+ years of experience using Rhino and Grasshopper to develop custom software solutions for industry. Desired Profile of the Candidate Experience in AEC Industries: Understanding or experience working in Architecture, Engineering, and Construction Self-Motivated Learner: A fast-paced, self-learning individual who thrives in dynamic environments Team-Oriented: Willingness to develop and learn alongside a pre-existing team and solutions Collaborative: A highly collaborative team player who excels in cooperative settings Organized and Responsive: Highly organized with a strong sense of responsiveness Detail-Oriented: Attention to detail and commitment to quality Strong Communication Skills: Excellent verbal, written, and graphic communication skills Industry Advocate: Acts as a champion for computational design and industry excellence Qualitative Skills - Must Haves: Qualification Bachelor's or Master's in Computer Science or related fields Perks and Benefits At Slate, we invest in our employees and provide a full range of benefits and perks to help you grow and thrive. From generous paid time off and healthcare coverage to career enrichment and development strategies.

We are seeking applicants who are looking for the opportunity to plant roots and grow with a purpose-driven organization. Würk provides an all-in-one workforce management solution to employers in highly regulated industries including but not limited to, cannabis, hemp, alcohol, casino, healthcare and construction. We’ve created a dynamic system to manage payroll, HR, timekeeping, and tax compliance, streamlining operations and minimizing regulatory risk. Our responsibility is to protect our clients so they can focus on their business. If you are passionate about using your skills and talents to do good, we here at Würk want to meet you! The right candidate will lead our support team and growing customer base by resolving common issues through a support ticketing system. As a Manager of Customer Support , you will work to create efficiencies within the support team, maintain and develop internal training material and strive to adhere to service level agreements (SLA). Responsibilities Within your first 30 days, you will work diligently to close out aging cases and develop a triage method for case assignments Within 60 days, you will streamline the support case responses and escalation process as well as continue to train and develop the team members Within 90 days, you will work to remove yourself from the day-to-day support cases and focus on development, supporting your team and client escalations Servicing current customers as a system functional expert for Würk’s platform Working collaboratively with the services and implementation departments to support a successful client experience Bringing your ideas and strategies to advance our company’s values, unique culture, and vision for the future Required Skill Sets & Experiences 2+ years of UKG Ready experience 4+ years of experience with customer support 2-year college degree or equivalent work experience Strong problem solving and critical thinking skills Passion for customer success with an above and beyond attitude 2+ years of customer support Leadership experience, attention to detail, and organizational skills Enthusiasm, compassion and humor! Excellent technical ability Preferred Qualifications