Head of Customer Experience at Parkade

San Francisco, California, United States

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$140,000 – $175,000Compensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Real Estate Technology, SoftwareIndustries

Requirements

Candidates should have at least 6 years of experience with ticketing and CRM tools such as Front, Zendesk, or Hubspot, and over 4 years of people management experience in a support or success environment. Experience with a 24/7 support model, strong operations and systems thinking skills, and familiarity with growth-stage startups are required. Experience in a B2B2C environment and supporting payments or transaction products are preferred.

Responsibilities

The Head of Customer Experience will lead and scale the Customer Support & Success functions, including hiring, onboarding, and coaching the team. They will own, improve, and document support processes and tools to ensure speed, consistency, and quality. This role involves keeping the team updated on products and processes, setting performance standards, and collaborating with cross-functional teams to identify process improvements and automation opportunities. The Head of Customer Experience will analyze customer support data to identify trends and actionable insights, define support goals and strategy with stakeholders, and explore AI tools to enhance response times and quality. They will also act as a player-coach, leading the team and assisting with customer inquiries when necessary.

Skills

Customer Support

Customer Success

Team Leadership

Process Improvement

Data Analysis

Communication

Problem-solving

Parkade

Automates parking management for apartments

About Parkade

Parkade automates parking management for apartment buildings with a software solution that handles reservations, payments, access control, and enforcement. It integrates with Property Management Systems (PMS) to streamline operations, saving property management teams an average of 10 hours per week. Unlike traditional methods, Parkade's platform reduces manual processes and enhances tenant experiences through features like mobile enforcement and 24/7 support. The goal is to improve operational efficiency and increase revenue for property managers.

San Francisco, CaliforniaHeadquarters

2018Year Founded

$6.5MTotal Funding

EARLY_VCCompany Stage

Enterprise Software, Real EstateIndustries

11-50Employees

Benefits

Competitive salary

Equity

Healthcare benefits

Flexible vacation

Advocacy time

Risks

Increased competition may erode Parkade's market share.

Stricter data privacy regulations could impact Parkade's operations.

Economic downturns may reduce demand for premium parking solutions.

Differentiation

Parkade automates parking management, reducing manual tasks for property managers.

The platform integrates with Property Management Systems for seamless parking enforcement.

Parkade offers mobile enforcement and 24/7 support, enhancing tenant experience.

Upsides

Demand for contactless solutions boosts Parkade's digital platform adoption.

Smart city initiatives align with Parkade's IoT-focused technology.

Growing urban trend of reduced vehicle ownership increases demand for flexible parking.

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