Company Overview

EasyPark is a leading parking management company dedicated to improving parking accessibility, efficiency, and customer satisfaction. We leverage innovative technology such as digital payments and automated systems to provide seamless parking solutions for our clients and partners.

Summary

We are seeking a Supervisor of Client Services to join our team in Vancouver. This role is vital in ensuring our customers receive exceptional service and support, aligning with our mission to make parking more convenient and accessible. The Supervisor will oversee daily operations at our parking facilities and lead a team committed to excellence. This position is based in downtown Vancouver.

The Supervisor coordinates the day-to-day processes for monthly parking and violation collections. This role focuses on workflow, case handling, quality, documentation, and service-level performance to ensure work moves efficiently and consistently through established procedures. The Supervisor is responsible for processing and responding to refund requests, customer escalations, and Better Business Bureau (BBB) inquiries.

The role also helps ensure customer inquiries, internal requests, and escalations receive a response within 24 hours. The Supervisor provides operational guidance and identifies process issues for resolution with the District Manager. Formal people-management responsibilities, such as performance reviews and employee relations, remain with the District Manager or Assistant Manager, as assigned.

Daily workflow and process supervision

- Organize and monitor daily work across monthly parking administration and violation collections.
- Assign or balance cases and tasks based on priorities, workload, and required follow-up.
- Monitor incoming queues and flag items that are approaching or exceeding the 24-hour response SLA.
- Ensure cases are complete, accurately documented, and processed according to established procedures.
- Provide team members with day-to-day process guidance and answer operational questions.
- Identify bottlenecks, recurring errors, and unclear procedures; recommend practical improvements to the District Manager.

Customer inquiries, refunds, and escalations

- Respond to and coordinate customer inquiries, refund requests, and escalations, ensuring they are acknowledged within 24 hours.
- Review refund requests,



verify supporting information, and process or route them for approval according to company procedures.
- Manage BBB inquiries from intake through response and resolution, ensuring responses are accurate, professional, and submitted within required timelines.
- Coordinate complex or sensitive complaints with the Assistant Manager, District Manager, Finance, or other relevant departments.
- Track open escalations and refund requests through to resolution and keep case records current.
- Identify repeat issues and recommend changes that could reduce complaints, delays, or repeat contacts.

Monthly parking administration

- Coordinate processing of applications, renewals, cancellations, account changes, payments, refunds, and other account requests.
- Check account and vehicle information for accuracy and completeness.
- Follow up on missing information, payment exceptions, and unresolved account issues.
- Coordinate with Finance, Operations, and other departments when cases require additional review.

Violation collections

- Coordinate the collections workflow, including payment inquiries, account research, payment arrangements where authorized, dispute routing, refund requests, and follow-up.
- Ensure collection cases are documented and handled according to company procedures.
- Identify discrepancies or complex cases and refer them to the appropriate manager or department.
- Coordinate with Enforcement, Finance, and Customer Service to resolve cases and prevent unnecessary delays.

Quality, reporting, and process improvement

- Conduct routine reviews of case notes, customer responses, and completed transactions for accuracy and consistency.
- Track workload, backlogs, response times, refunds, escalations, and common case types; provide regular updates to the District Manager.
- Support process documentation and team training on procedures and system use.
- Recommend workflow or system improvements based on service data and operational observations.





Qualifications and experience

- Experience in customer service, parking administration, collections, or a related operational role. Experience coordinating workflows, reviewing work for accuracy, or providing day-to-day guidance to colleagues.
- Strong organization, follow-through, and attention to detail.
- Clear written and verbal communication skills, with sound judgment when handling customer concerns.
- Ability to manage a changing workload and prioritize time-sensitive cases.
- Proficiency with Microsoft Office and the ability to learn company systems.
- Parking industry, monthly parking, or collections experience is an asset.

Measures of success

- Customer and internal responses meet the 24-hour SLA.
- Refund requests, customer escalations, and BBB inquiries are tracked and handled within required timelines.
- Work queues are organized, current, and appropriately prioritized.
- Cases are handled accurately, consistently, and with complete documentation.
- Process issues and potential delays are identified and escalated early.
- Reporting gives the District Manager a clear view of workload, service performance, and recurring issues.

Call-To-Action If you are passionate about delivering outstanding customer experiences and want to be part of an cutting-edge company transforming parking services, we invite you to explore this exciting opportunity with EasyPark.

Pay: $57,000.00-$60,000.00 per year

Benefits

- Company events
- Company pension
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site gym
- On-site parking
- Paid time off
- Tuition reimbursement
- Vision care

Ability to commute/relocate:
- Vancouver, BC: reliably commute or plan to relocate before starting work (required)

Education:
- Bachelor's Degree (required)

Experience:
- Customer relationship management: 3 years (required)
- Supervising: 2 years (required)
- Communication skills: 2 years (preferred)
- Problem-solving: 2 years (preferred)
- Project management: 1 year (preferred)
- Salesforce: 2 years (required)
- Call center: 2 years (preferred)
- Organizational skills: 2 years (required)

Licence/Certification:
- Driving Licence (required)

Location:
- Vancouver, BC (preferred)

Work Location: In person

📌 Supervisor, Client Services (Vancouver)
🏢 EasyPark Group
📍 Vancouver