Customer Support Rider Operations

Location: Foster City, CA, United States

Work environment: In-person

Expected pay amount: 29.00 USD Per Hour

Schedule: Multiple shifts/schedules

Assignment length: 6 month rolling contract with no end date

Commitment: 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 description

JHCareers 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 - 2:00AM

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.

• 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

• 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