Customer Support - Rider Operations
We are helping an 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 who 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.
Rate: $29 per hour plus benefits Available Shifts:
- 7:00 am-3:30 pm Wed-Sun, Thu-Mon, Fri-Tue, Sat-Wed
- 3:00 pm-11:30 pm Wed-Sun, Thu-Mon, Fri-Tue, Sat-Wed
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.
- Work closely with Fleet Operations, Product, Software, and User Experience to improve operational processes and tools based on observed customer needs.
- Uphold a safety-centric, inclusive, and open-communication culture.