Head of Customer Experience

About Parkade At Parkade, we’re on a mission to transform the way buildings think about, deliver, price and manage their parking. Our platform helps multifamily and commercial properties unlock new revenue, streamline operations, and deliver a dramatically better experience for tenants and residents. We’re a fast-growing, venture-backed startup with an ambitious team and a huge opportunity ahead of us. If you thrive in a dynamic environment where you can make a big impact, Parkade is the place for you. The Role We’re looking for a Head of Customer Support to lead and scale Parkade’s customer support functions. You’ll be responsible for leading and scaling a world-class team, defining the strategy and processes that shape our customer experience, and ensuring every Parkade customer feels supported. This is both a strategic and hands-on role. You’ll lead by example, dive into data to uncover insights, and collaborate across Product, Engineering and Operations to improve and automate the customer journey. Ultimately, you’ll be the champion for our customers — and the person who ensures that world-class support is a true competitive advantage for Parkade. What You’ll Do Lead, grow and inspire Parkade’s "Support Operations" team, including hiring, onboarding, and ongoing coaching. Own our support processes, documentation, functions, and tools. Continuously improve them to deliver speed, consistency, and quality. Keep your team fully up-to-date on new products, features, and processes, ensuring customers always receive accurate, timely support. Set a high bar for performance, holding yourself and your team accountable to strong standards. Regularly perform quality checks, look for trends, spot issues and constantly retrain your team to uplevel them. Partner with cross-functional teams to identify and implement opportunities for process improvements and automation. Analyze customer support data to identify trends, and turn insights into actionable plans that elevate the customer experience. Work with our CEO, Head of Operations, future VP Sales and other stakeholders to define support goals and strategy, and develop, measure, and report on key performance metrics Explore, evaluate and implement AI tools to improve response times for end users, while keeping a close eye on quality. Figure out a way to structure your team to make your role sustainable, despite the 24/7 nature of our product. Be a player-coach, both leading the team and in the inbox when needed. What We’re Looking For 6+ years of experience working with ticketing and CRM tools (Front, Zendesk, Hubspot, chat platforms, or similar). 4+ years of people-management experience in a support environment, with a proven track record of building, training, and motivating teams. Experience with a 24/7 or “always-on” support model. Strong operations and systems thinking skills. You naturally see how processes can be improved. Familiarity with the pace and ambiguity of growth-stage startups . Experience in a B2B2C environment , including working in parallel with a B2B sales team (preferred). Experience supporting payments or transaction products (preferred). Why Join Parkade? A chance to make a big impact at a fast-growing, venture-backed startup solving a real urban problem. Competitive compensation ($130-170K base) + meaningful equity. Opportunity to shape the future of our Customer Support function from the ground up. A collaborative, supportive team that values initiative, ownership, and high standards. Benefits Competitive compensation and an equity stake in Parkade, to reflect your company owner mindset Company-provided medical, dental and vision insurance (covered at 80% for both you and your dependents) 401k, dependent care FSAs, pre-tax commuter/parking benefits, and more Flexible PTO to take the time you need to rest, recharge, or take care of life Visits to the office include free lunch and easy/cheap parking (using Parkade!) Monthly cell phone subsidy and one-time home-office allowance Location Very strong preference given to California applicants who want to work a hybrid schedule (at least 2-3 days/week) at our San Francisco-Mission or Downtown Long Beach offices. Applicants who live within 30 mins of a major airport and within 1,000 miles of San Francisco are also welcome to apply but will be at a disadvantage relative to California applicants, while applicants beyond 1,000mi are not likely to be considered.