Job Details
Are you ready to embark on a journey in the rapidly evolving landscape of mobility services? Our client is seeking a dedicated individual to join their team as a Customer Support - Rider Operations specialist. In this role, you'll be instrumental in ensuring the seamless experience of riders engaging with an innovative robo-taxi service. As a human partner to the AI-driven platform, you'll deliver exceptional support, assisting customers through various channels and addressing their needs in real-time.
CORE ATTRIBUTES
What You Bring to The Role
As a Customer Support - Rider Operations specialist, you'll bring:
- Exceptional Customer Service Skills: Your ability to empathize, communicate effectively, and resolve issues promptly will be crucial in providing riders with a positive and supportive experience.
- Adaptability and Resourcefulness: Thriving in a dynamic environment, you'll demonstrate flexibility in handling challenging situations and driving progress towards goals amidst ambiguity.
- Collaborative Spirit: Working closely with cross-functional teams, you'll contribute to the enhancement of operational processes and tools, fostering a culture of open communication and inclusivity.
- Problem-Solving Aptitude: Your proactive mindset and problem-solving ability will enable you to address customer needs efficiently and contribute to the development of innovative solutions.
RESPONSIBILITIES
Your Daily Contributions
As a Customer Support - Rider Operations specialist, your responsibilities include:
- Providing live support to riders throughout their journey, offering assistance before, during, and after missions via multiple communication channels, including providing ride information, troubleshooting issues, and assisting with testing and data collection efforts.
- Collaborating with various teams to address rider inquiries and escalate issues for further investigation, ensuring timely resolution and customer satisfaction.
- Becoming proficient in tools related to Rider Operations and utilizing them effectively to streamline customer interactions and support processes.
- Assisting in testing activities and data collection efforts to gather insights and drive continuous improvement initiatives.
- Contributing to the refinement of operational processes and tools in collaboration with Fleet Operations, Product, Software, and User Experience teams to meet evolving customer needs.
- Upholding a safety-centric and inclusive culture, prioritizing rider well-being and fostering a positive environment for both customers and team members.
REQUIREMENTS
Qualifications for Success
To excel in this role, you'll need:
- At least 3 years of experience in customer service, call center support, or another customer-facing role, demonstrating a track record of delivering exceptional support.
- Experience working in cross-functional teams, with strong communication skills and the ability to adapt to changing environments.
- Excellent computer skills and problem-solving ability, coupled with a proactive mindset and resourcefulness.
- A positive attitude with a growth mindset, along with the willingness to work flexible shifts and locations as required.
PREFERRED QUALIFICATIONS
Additional Assets
- Experience in managing high-stress situations and employing de-escalation techniques effectively.
- Previous experience in a leadership or instructional role within a customer-facing team, or equivalent management experience.
- Proficiency in various customer support and collaboration tools, along with a basic understanding of data analysis for metrics development and analysis.
- Basic QA testing experience, coupled with the ability to contribute to the improvement of operational processes through testing and feedback.
About Our Client
Our client is a pioneering force in revolutionizing the future of mobility through innovative technology solutions. Committed to delivering safe and efficient transportation services, they strive to create a world where mobility is accessible, sustainable, and seamless for all. With a focus on customer satisfaction and safety, our client aims to redefine the standards of excellence in the ride-hailing industry, shaping a brighter and more connected future for communities worldwide.
Our client offers a comprehensive benefits package to support the well-being and financial security of their employees, including:
- Pre-tax commuter benefits to facilitate convenient and affordable transportation options.
- Subsidized healthcare benefits, demonstrating our client's commitment to prioritizing the health and wellness of their team members.
- Flexible Spending Account for healthcare-related costs, providing financial flexibility and support for medical expenses.
- Coverage for short and long-term disability, as well as life insurance, with all costs covered by our client to ensure peace of mind for employees and their families.
- A 401k package to help employees plan for their future and retirement with confidence, reflecting our client's dedication to supporting long-term financial goals.
THE COMPANY
Our Commitment to You
Ami Arroyo Recruiting is more than just a recruiting firm; we're a partner in your career journey. We are dedicated to connecting exceptional talent with meaningful opportunities, supporting the growth of careers and companies alike. We understand that everyone's path is unique, and we're committed to finding the perfect fit for each individual.
We embrace diversity and are proud to be an Equal Opportunity Employer.
All qualified candidates are encouraged to apply and will receive consideration for employment without regard to their status.
While we are not able to sponsor visas at this time, we welcome every candidate eligible to work in the United States to connect with us.