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.

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.

Requirements

• 2+ years of experience in customer service, retail, or another customer-facing role.
• Experience working in a cross-functional team.
• Exceptional communication skills, including the ability to clearly and concisely communicate in speech and writing, as well as listen to and interpret customer needs.
• Excellent computer skills and problem-solving ability.
• Proven ability to adapt and drive progress against goals in ambiguous, changing environments.
• Proactive mindset and resourcefulness.
• Positive attitude with a growth mindset.

Benefits

• Pre-tax commuter benefits
• Employer-subsidized healthcare benefits
• Flexible Spending Account for healthcare costs
• All costs covered for short- and long-term disability and life insurance
• 401k package
  

Commitment: This is a full-time, ongoing contract position, open to candidates local to the Foster City area. contract position, open to candidates local to the Foster City area.