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 :

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