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.
- 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.
- 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.
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