Customer Support Autonomous Taxi Ride Service

we are helping our client a on-demand, autonomous ride-hailing company hire Customer Support - Rider Operations to ensure the success of all customer interactions with its robo-taxi service. You will be the human partner to the robot AI, providing an amazing support experience to customers. In preparation for a commercial launch, the company is growing its team to support the challenging delivery of traditional customer service with specialized real-time rider support during customer rides.

We are seeking an experienced individual that will excel in a fast-paced, dynamic environment to help evolve the foundation for future rider operations.

As Customer Support - Rider Operations, you will serve as the real-time, human point of contact for riders; including providing ride information, troubleshooting issues, and assisting the rider on next steps in the event of a service disruption or emergency. Beyond expertise in customer service execution, this role requires exceptional empathy, patience, and a relationship-oriented mindset. Additionally, you will have the unique opportunity to drive development of new operational processes and tools for scale. You will have a voice in creating new products and services that allow you and your fellow agents to understand what is happening in and around the company's vehicles.

Available Shifts: (Must be Flexable with Shifts)
Fri - Tue: 9:30AM - 6:00PM
Sun - Thu: 9:30AM - 6:00PM
Wed - Sun: 5:30PM - 2:00AM
Tues - Sat: 5:30PM - 2:00AM

As Customer Support - Rider Operations, you will:
 

• Provide live rider support before, during and after missions through a variety of support channels.
• Collaborate with cross-functional teams to provide live assistance to Riders and escalate issues to be further investigated.
• Become a knowledge expert on tools related to RiderOps and utilize these tools to resolve customer interactions.
• Assist with testing and data collection.
• Uphold a safety-centric, inclusive, and open-communication culture.

Requirements

• 2+ years of experience in customer service, retail, or another customer-facing role, involving both phone and written (e.g. email/chat) support
• Committed to providing a white-glove customer experience
• Proven ability to successfully de-escalate customer issues and problem-solve in real-time
• Exceptional communication skills, including the ability to clearly and concisely communicate in speech and writing, as well as listen to and interpret customer needs
• Experience working in a cross-functional team with the ability to adapt and drive progress against goals in ambiguous, changing environments
• Positive attitude, proactive/growth mindset and resourcefulness
• Willingness to work flexible shift hours

Preferred Skills:

• Experience in high-stress situations, including knowledge of de-escalation techniques
• Proficiency in various customer support and collaboration tools
• Basic QA testing experience

Benefits:

• Pre-tax commuter benefits 
• Subsidized healthcare benefits
• Flexible Spending Account for healthcare-related costs
• We cover all costs for short- and long-term disability and life insurance
• 401k package