Bilingual Customer Service Representative

Job Description

Core Responsibilities:

- Providing timely and accurate support to riders and driver-partners via hotline, email, and in-app chat channels.

- Resolving a wide range of customer issues including trip disputes, payment discrepancies, account verification, safety concerns, and lost-and-found items.

- Delivering support fluently in both Spanish and English so that Spanish-speaking riders and driver-partners receive a seamless, native-language experience.

- Documenting all customer interactions accurately in our CRM system while maintaining strict compliance with applicable U.S. and New York State data-privacy laws, including the NY SHIELD Act.

- Escalating complex or sensitive cases (e.g., safety incidents, NYC TLC regulatory or complaint matters) to the Team Lead with comprehensive context and documentation.

- Assisting driver-partners with onboarding queries, TLC driver license and vehicle documentation checks, and platform navigation support.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to View email address on click.appcast.io learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy:

Skills and Requirements

• High school diploma or equivalent (GED) required; an associate’s or bachelor’s degree is a plus. Candidates with strong customer service experience will be considered.

- Minimum 1–2 years of frontline customer service experience, preferably in a fast-paced environment (transport/logistics/tech sectors advantageous).

- Proficiency in handling high-volume inquiries across multiple channels simultaneously while maintaining service quality.

- Fluent Spanish (written and spoken) is required, with native or near-native proficiency strongly preferred; fluent professional English (written and spoken) is also required, to serve New York City’s diverse rider and driver-partner base.

- Solid understanding of U.S. consumer data-privacy obligations (e.g., the NY SHIELD Act) and a strong commitment to safeguarding customer data.

- Excellent problem-solving skills with the ability to de-escalate tense situations calmly and professionally.

- Must be legally authorized to work in the United States.

- Familiarity with CRM systems and comfort working with digital tools/platforms.

- Flexibility to work rotating shifts, including evenings, weekends, and holidays. - Prior experience in the ride-hailing, for-hire vehicle (FHV), taxi, or broader transportation sector in New York City.

- Working knowledge of New York City Taxi & Limousine Commission (TLC) rules governing High-Volume For-Hire Services (HVFHS), including driver TLC licensing, vehicle licensing, and wheelchair-accessible-vehicle (WAV) requirements.

- Experience handling safety-related incidents or vulnerable customer situations.

- Basic proficiency in data entry and reporting to support weekly service metrics tracking.

- Demonstrated empathy and cultural sensitivity when interacting with riders and driver-partners from diverse backgrounds.

- Familiarity with New York City geography across the five boroughs and common rider/driver pain points.

- Awareness of NYC TLC driver-pay (minimum earnings) standards and congestion-pricing rules, and how they affect driver-partner earnings.