[Remote] Customer Support Associate - Overnight Shift (PST)

Note: The job is a remote job and is open to candidates in USA. Parkade is a fast-growing startup focused on transforming parking management for multifamily and commercial properties. The Customer Support Associate will provide high-quality support to property managers and parking customers, troubleshoot issues, and ensure customer satisfaction.

Responsibilities

• 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

Skills

• 1–3 years of experience in customer support, operations, or success—ideally within a SaaS startup or a rapidly evolving B2B environment
• You are 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
• You know how to manage your own queue, multitask across different platforms, and prioritize high-impact issues without constant supervision
• You write and speak with precision and empathy. You can translate 'tech-speak' into simple, actionable instructions for customers
• You are 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
• You can confidently make a judgment call 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
• 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
• You care deeply about problems related to transportation, parking, urban living, and efficient use of space and resources in cities

Benefits

• 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

Company Overview