Customer Support Representative

About the Role

We’re looking for Customer Support Representatives to provide overnight support to Parkade users.

You’ll be handling primarily Tier 1 support requests by helping users with actions they’re unable to complete themselves in the Parkade app, as well as completing certain administrative actions on their behalf.

The questions and requests are generally straightforward, so we’re looking for someone who is comfortable working independently, communicating clearly with users, troubleshooting issues, and following established processes.

What You’ll Do

• Respond to incoming customer support requests during overnight PST hours
• Provide Tier 1 support to Parkade users
• Identify the root cause of straightforward customer issues and provide clear next steps
• Help users troubleshoot and complete actions they cannot perform themselves in the app
• Gather relevant information and, when needed, reproduce issues to better understand the problem
• Handle routine administrative requests that require internal team assistance
• Follow established processes and guidelines when resolving customer requests
• Prioritize requests based on urgency and customer impact
• Follow up on unresolved issues and ensure appropriate resolution
• Maintain clear and accurate documentation of customer interactions and resolutions
• Escalate higher-priority or more complex issues when appropriate
• Provide a positive, helpful customer experience across every interaction

What We’re Looking For

• Previous experience in customer support, customer service, help desk, or a similar role
• Strong written and verbal English communication skills
• Strong active listening, critical thinking, and problem-solving skills
• Comfortable troubleshooting straightforward user issues
• Able to distinguish between issues that can be resolved independently and those requiring escalation
• Able to follow processes while exercising good judgment when handling customer issues
• Strong attention to detail and accuracy
• Ability to multitask, prioritize, and manage time effectively
• Comfortable working independently with limited supervision
• Comfortable learning and navigating new software and web/mobile applications
• Reliable and consistent

Nice to Have

• Experience supporting SaaS or mobile/web applications
• Experience with ticketing or customer support platforms such as Zendesk, Intercom, or similar tools
• Previous experience in a Tier 1 support environment
• Experience troubleshooting or reproducing software/application issues

Schedule & Coverage

• 10:00 PM–6:00 AM PST
• Overnight support coverage is required 7 days a week; this refers to team coverage, not a 7-day workweek for each representative.
• Individual schedules and days off will be determined based on the team's coverage needs.

Compensation & Benefits

• Monthly Salary from $700-$800 per month
• FULLY REMOTE work environment
• Professional growth and development opportunities
• High-impact role with meaningful ownership and responsibility