Customer Support Rider Operations

JHCareers LLC

  • Foster City, CA
  • $29.00 per hour
  • Permanent
  • Full-time
  • 17 days ago
  • Apply easily
Location: Foster City, CA, United StatesWork environment: In-personExpected pay amount: 29.00 USD Per HourSchedule: Multiple shifts/schedulesAssignment length: 6 month rolling contract with no end dateCommitment: This is a full-time, 6-month ongoing contract position. It will be onsite and available to candidates local to the Foster City, CA area.Job descriptionJHCareers and partners 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 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:
Mon. - Fri.: 5:30PM - 2:00AMTues. - Sat.: 7:00AM - 3:30PMWeds. - Sun.: 7:00AM - 3:30PMMon. - Fri.: 3:30PM - 11:00PMAs 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
  • 3+ years of experience in customer service/call center roles, 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 and locations
Preferred Skills:
  • 3+ years' experience in high-stress situations, applying knowledge of de-escalation techniques
  • Experience as an Instructor or Lead within a customer-facing team, or equivalent management/leadership experience
  • Proficiency in multiple customer support and collaboration tools
  • Basic understanding of data analysis to help build out and analyze metrics
  • Basic QA testing experience
Benefits
  • Pre-tax commuter benefits
  • Employer Subsidized healthcare benefits
  • Flexible Spending Account for healthcare-related costs
  • Employer covers all costs for short and long term disability and life insurance
  • 401k package

JHCareers LLC