Customer Experience role for a growing, Amazon owned company

We are helping an on-demand, autonomous ride-hailing company hire Customer Support representatives for their Rider Operations team 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. 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. • Uphold a safety-centric, inclusive, and open-communication culture. Requirements • 2+ years of experience in customer service, retail, or another customer-facing role, 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 Preferred Skills: • Experience in high-stress situations, including knowledge of de-escalation techniques • Proficiency in various customer support and collaboration tools • Basic QA testing experience Benefits: • Pre-tax commuter benefits • Employer (HireArt) Subsidized healthcare benefits • Flexible Spending Account for healthcare-related costs • HireArt covers all costs for short and long term disability and life insurance • 401k package Commitment: This is a full-time, 6-month ongoing contract position (W2 hourly with benefits). It will be onsite and available to candidates local to the San Mateo/Foster City/Bay Area. Apply tot his job Apply tot his job