Parkade's mission is to transform cities, increase mobility and combat climate change. We're building a world that has far fewer parking spots, but where every spot is available to use at the push of a button and few spots sit empty.
We have a network of properties we currently work with, and we're growing that footprint every day. We need to get these new buildings and parkers onto our platform, while also making sure our existing customers have a top-notch parking experience.
That's where you come in.
This role will be a blend of Customer Success, Customer Support, and Operations.
This position will be supporting our building operations and implementation team, and will report to the Head of Operations (for now). Your primary responsibilities and areas of focus will be:
Onboard new customers to Parkade, and ensure they are set up for success
Ensure customers are meeting their goals and expectations
Create and manage strategies to improve revenue at our customers’ properties
Proactively communicate with our customers
Work with the building operations and customer support teams to manage day-to-day customer and end-user needs
Serve as a go-between for our customers and our product and engineering teams, helping to translate their needs into product ideas
Analyze trends and proactively spot issues to address customer issues before they arise
Manage operational tasks and needs as they arise or are assigned
All members of Parkade's operations team, including the Head of Operations, are required to get into the weeds, which at Parkade means helping with customer support from time to time. This also helps ensure we don’t lose sight of who we need to make our product work for!
Being able to quickly switch gears from high-level product-shaping work to helping an end user troubleshoot the app is a must for this role.
You need to have an eye for data, and be able to analyze trends and information to proactively spot issues, and to help triage problems reactively.
At least 1-2 years of experience in an operations-focused position
Have an eye for data, and an ability to tease out trends
Clear and effective communication across multiple levels. You need to be as comfortable talking to our CEO as you are talking to an end-user.
You're a self-starter that is always looking for the next problem to tackle.
You know how to multitask and prioritize issues, even in absence of clear guidelines.
Be comfortable with learning new systems and integrating them into your daily work.
Understand every aspect of the Parkade product and how it works.
Understand who Parkade's customers are, and their current and future needs.
Share responsibility for customer support with our Operations team
Ensure our existing building operations processes are running smoothly, and suggest improvements to those processes.
Onboard new customers, solve existing customers' problems, and expand our footprint through operational ingenuity.
Experience in a customer success oriented role
Experience working in an operations role
Experience in property management (property manager, leasing agent, etc.)
Experience with SQL
You care deeply about problems related to transportation, parking, urban living, and efficient use of space and resources in cities.
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