Job Description
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 - 2:00AM
Tues. - Sat.: 7:00AM - 3:30PM
Weds. - Sun.: 7:00AM - 3:30PM
Mon. - Fri.: 3:30PM - 11:00PM
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.
Ideal candidate profile:
- Experience/training in de-escalation techniques in high pressure situations Rider emergencies/accidents/etc.
- 911 operator type of education/training Data Entry/Data Analysis Collect/learn from some of their metrics, as they grow Proficiency in high-stress situations, including knowledge of de-escalation techniques Basic QA/Testing Experience
Daily tasks:
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 to evolve processes and tools to support observed customer needs Willingness to work flexible shift hours and locations Uphold a safety-centric, inclusive, and open-communication culture
Required skills:
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
Business driver of role:
- The Rider Operations team ensures the success of all customer interactions with our robo-taxi service.
- We are the human partner to the robot AI, providing an amazing support experience to our customers.
- In preparation for our commercial launch, we are growing our team to support the challenging delivery of traditional customer service with specialized real-time rider support during customer rides.
- We are seeking individuals that will excel in a fast-paced, dynamic environment to up-hold a superior level of service for our riders.
- As a Rider Operator, 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 support development of new operational processes and tools for scale.