Customer Support - Rider Operations Foster City

We are helping an ondemand autonomous ridehailing company hire Customer Support Rider Operations to ensure the success of all customer interactions with its robotaxi 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 realtime rider support during customer rides.

We are seeking an experienced individual that will excel in a fastpaced dynamic environment to help evolve the foundation for future rider operations.

As Customer Support Rider Operations you will serve as the realtime 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 this role requires exceptional empathy patience and a relationshiporiented 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 companys vehicles.

Available Shifts:

• Sun Thur 7:30AM4:00PM or 3:30PM12AM
  

• Tue Thur Sat 7:30AM 4PM; Fri 8:30AM5PM
  

• Tue Fri 3:30 PM12AM; Sat 5:30PM2AM
  

• Tue Thur Sat 3:30PM12 AM; Fri 5:30PM2AM
  

Requirements

As Customer Support Rider Operations you will:

• Provide live rider support before during and after missions through a variety of support channels.
  
• Collaborate with crossfunctional 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 safetycentric inclusive and opencommunication culture.
  

Benefits

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 whiteglove customer experience
  
• Proven ability to successfully deescalate customer issues and problemsolve in realtime
  
• 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 crossfunctional team with the ability to adapt and drive progress against goals in ambiguous changing environments
  
• Positive attitude proactive/growth mindset and resourcefulness
  

Preferred Skills:

• 3 years experience in highstress situations applying knowledge of deescalation techniques
  
• Experience as an Instructor or Lead within a customerfacing 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
  
• Willingness to work flexible shift hours and locations
  

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.