Bilingual Customer Support Associate (English/Spanish)

Jawnt Customer Support Representative

Jawnt is a Philly-founded startup on a mission to make commuting easier, more affordable, and more sustainable. We believe getting to work shouldn't be the hardest part of your day. Behind every bus ride, train tap, or bike share is a person just trying to get where they need to go, and we're here to make that simple.

We're trusted by the Commonwealth of Pennsylvania, the City of Philadelphia, Penn & Penn Medicine, and major employers nationally. We operate out of Bond Collective in Suburban Station (yes, right above the trains). Our team is full of people who genuinely care about cities, public transit, and helping others.

The Role

You'll be the human face of Jawnt - the person commuters talk to when they need help enrolling in benefits, getting their card to work, or figuring out how to ride the bus for the first time.

You'll respond to a high volume of messages, emails, and phone calls daily, working closely with a Sr. Associate and reporting to our Director of Customer Success. You'll collaborate with Product and Engineering teams to flag bugs, feature requests, and improvements. Your frontline insights directly shape our roadmap and company priorities.

What You'll Do

• Respond quickly and kindly to customer questions via chat, email, and phone
• Troubleshoot Jawnt Pass and transit card issues (activations, declined transactions, balance issues, replacements)
• Identify patterns in customer problems and flag them to Product & Engineering weekly
• Handle multiple conversations at once while staying calm and accurate
• Support a diverse range of riders, from first-time users to power commuters
• Bring empathy, curiosity, and ownership to every conversation

Who You Are

• 14 years of work experience OR recent college graduate with some work experience
• A natural helper who genuinely enjoys making someone's day easier
• Patient, calm, clear communicator - especially under pressure
• Entrepreneurial-minded: excited about how startups work and using this role as a launchpad into Product, Operations, or other areas of the company
• Based in Philadelphia, ready to work in-person at Bond Collective
• Spanish speaker (professional fluency required, but majority of the work will be in English)

Why This Role

We're committed to this being at least a one-year customer support position with clear growth opportunities beyond that. Many current Jawnt team members started in Support and moved into Product, CS Management, and Operations.

Interview Process

1. Resume and screening questions
2. 20-min phone screen with our Director of Customer Success
3. 1-hour take-home skills assessment (respond to real customer scenarios)
4. 1-hour onsite interview with the Philly team

This role is structured as a 3-month contract-to-hire to give both of us the chance to make sure it's a great long-term fit before committing (we hope it is!). The contract position is $36-38/hr at a minimum of 40 hrs/week. After three months, if we both agree to move forward, you'll move to a salaried position of $60-65k with equity and benefits.