Customer Service Specialist - Rider Ops

Job Title

Rider Operations Team Member

Location

Las Vegas, NV

Duration

6 mo+

Job Description

About the job The Rider Operations team ensures the success of all customer interactions with our robo-taxi service. We are the human partner to the robot AI, providing an amazing support experience to our customers. In preparation for our commercial launch, we are growing our team to support the challenging delivery of traditional customer service with specialized real-time rider support during customer rides. We are seeking individuals that will excel in a fast-paced, dynamic environment to uphold a superior level of service for our riders. As a Rider Operator, 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 support development of new operational processes and tools for scale.

Responsibilities include:

• 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 to evolve processes and tools to support observed customer needs
• Willingness to work flexible shift hours and locations
• Uphold a safety-centric, inclusive, and open-communication culture

Requirements

• 2+ years of experience in customer service, retail, or another customer-facing role
• Experience working in a cross-functional team
• Exceptional communication skills, including the ability to clearly and concisely communicate in speech and writing, as well as listen to and interpret customer needs
• Excellent computer skills and problem solving ability
• Proven ability to adapt and drive progress against goals in ambiguous, changing environments
• Proactive mindset and resourcefulness
• Positive attitude with a growth mindset
• Preferred Skills
• Experience in high-stress situations, including knowledge of de-escalation techniques
• Proficiency in various customer support and collaboration tools
• Basic QA testing experience