Customer Support Representative

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

We're looking for a Customer Support Representative who loves to solve problems, is amazing with customers, and wants to be a part of taking the support team to new levels. We are seeking someone who enjoys being the front line for customers, troubleshooting and resolving issues as they arise. The ideal candidate will be upbeat, professional, and have a positive attitude.

This person will be a subject-matter expert on industry and product solutions best practices, troubleshooting, and acting as the “guides” of JustPark for clients on a day-to-day basis. The position serves client relationships through regular telephone and email communication, ensuring that our clients understand, internalize, and experience the value of our products and service throughout the duration of their journey with JustPark.

The position will report directly to the Head of Customer Support who will provide guidance, support, and leadership as they work to ensure the success of our clients. This role requires a proactive, client-focused approach, a deep understanding of our products and industry, and the ability to build and maintain strong client relationships.

Responsibilities

• Provide customer support in the form of answering and documenting calls, sending emails, etc

• Troubleshoot JustPark’s software and hardware in real time, using diverse techniques
• Follow proper protocols when triaging and escalating issues to other team members as necessary
• Identify patterns in frequently occurring issues and provide customer feedback
• Work closely with other members of the CX team to ensure the success of all customers
• Help as needed with department projects and administrative work
• Strategic program development to plan for clients’ success and communication internally and externally on progress
• Retaining and identifying opportunities for increased adoption from existing clients
• Analyzing data independently to discover insights and trends that drive recommendations for clients
• Providing accurate and timely feedback for product and service improvements
• Maintaining current industry knowledge of industry trends and issues
• Document best practices and help train teammates

• Must be based in the US, ideally in the DFW area

• Ability to travel to customer launches and support visits
• Ability to work evenings & weekends is required
• Highly analytical, process-oriented, and data-driven

• Strong empathy and passion for customers’ growth
• Flexibility to schedule calls based on customer availability
• Experience with use of CRM tools (we use Salesforce, Asana, G-Suite & Jira)
• Customer Service or Event/Ticketing experience a strong plus
• Previous experience working in a fast-paced environment or in the tech industry is a plus
• Bachelor’s Degree preferred

• Investment in YOU and your wellbeing: competitive healthcare package & other wellness offerings!

• Simplifying journeys so you can breathe easier: a range of travel related benefits for you to take advantage of such such as parking credit and much more!
• Recharge your batteries: lunches, snacks, drinks & other sustenance provided for you in the office & a generous PTO policy
• We look out for your family: enhanced parental leave offerings and childcare benefits
• Look after the pennies: 401k/pension offerings & referral schemes to continue growing our team
• Success is best when it's shared!: regular social activities and opportunities to spend time with your colleagues outside of work on us!