Customer Support Representative

Job Description

Job Description

About JustPark

JustPark is the premier partner offering both B2B solutions for destinations and B2C services for drivers, giving us the best of both worlds. We simplify the entire parking experience. From venues and councils to private driveways, our platform makes it simple for drivers to find, book, and pay for parking—while empowering our operating partners to deliver exceptional parking experiences.

We’ve always believed parking should be easier—from end to end. That’s why we, two trailblazing companies—ParkHub and JustPark—have come together to make that vision a reality. 

ParkHub revolutionized event parking in the US, optimizing venue operations for a smoother, stress-free experience. JustPark transformed parking in the UK, turning the hunt for a spot into a simple, seamless task.

Now, as one unified company, we’re combining expertise to offer a full-service, frictionless parking solution for both businesses and consumers.

About the role

The Customer Support Representative is a subject matter expert on JustPark's products, industry best practices and troubleshooting, and acts as the day to day guide for our clients. You'll serve client relationships through regular telephone and email communication, making sure clients understand, internalize and experience the value of our products and service throughout their journey with JustPark. You'll be a front line problem solver, troubleshooting and resolving issues as they arise, triaging and escalating where needed, and building strong long term client relationships along the way. The role reports to the Head of Customer Support who provides guidance, support and leadership, and it partners closely with the wider CX team to ensure the success of every customer. We're looking for someone upbeat, professional, client focused and proactive, with a deep interest in our products and industry, who wants to help take the JustPark support team to the next level.

Requirements

Responsibilities

Provide customer support end to end, including answering and documenting calls, sending emails and handling other inbound channels

Troubleshoot JustPark's software and hardware in real time, using a range of techniques

Follow proper protocols when triaging and escalating issues to other team members as needed

Identify patterns in frequently occurring issues and surface customer feedback back into the business

Work closely with the wider CX team to ensure the success of all customers

Help as needed with department projects and administrative work

Develop strategic programs to plan for clients' success, and communicate progress internally and externally

Retain and identify opportunities for increased adoption from existing clients

Analyze data independently to uncover insights and trends that drive recommendations for clients

Provide accurate and timely feedback for product and service improvements

Maintain current knowledge of industry trends and issues

Be a subject matter expert on JustPark's products and industry best practices, and act as the go to guide for clients on a day to day basis

Requirements

• Must be based in the US, ideally in the DFW area
• Ability to work Tuesdays through Saturdays, 11am to 8pm
• Highly analytical, process oriented and data driven
• Strong empathy and a real passion for customer growth
• Experience with CRM and support tooling (we use Zendesk, Asana, G Suite and Jira)
• Excellent verbal and written communicator, calm and professional under pressure
• Comfortable troubleshooting hardware and software issues in real time
• Customer service or event / ticketing experience is a strong plus
• Previous experience working in a fast paced environment or in the tech industry is a plus

Benefits

Recharge your batteries

• Unlimited PTO policy
• Complimentary in-office barista
• Catered breakfast & lunch between Tuesdays - Wednesday
• Regular social events at the office

Investment in you and your wellbeing

• Comprehensive medical & dental coverage through Blue Cross Blue Shield
• Multiple healthcare plan options including low-deductible and HSA along with broad supplemental benefits
• Employee Assistance program

Simplifying journeys so you can breathe easier

• Subscriptions to mental health assistance platforms
• Travel stipend for local employees

We look out for your family

• Generous parental leave policy
• Fertility support via ARC Fertility
• Pet insurance and discount plans

Look after the pennies

• 401(k) retirement and savings plan

Success is best when it's shared

• Regular social activities such as annual Hackathons and ad hoc celebrations