Customer Support Agent

Customer Support Agent

We are seeking a motivated and customer-focused Operations Associate to manage inbound and outbound communication with riders and provide high-quality support. This role is critical to ensuring smooth rider experiences, resolving customer issues efficiently, and maintaining a positive brand reputation.

Key Responsibilities:

• Serve as the first point of contact for riders, managing inbound and outbound communication across all support channels (SMS, email, and phone).
• Provide timely and effective resolution to customer inquiries, complaints, and service issues.
• Document interactions and resolutions accurately using support tools such as Salesforce Service Cloud.
• Escalate complex or unresolved issues to appropriate teams while maintaining ownership until resolution.
• Identify recurring issues or rider feedback trends and collaborate with internal teams to improve processes.
• Deliver consistent, professional, and empathetic communication that aligns with company standards.

Qualifications:

• Minimum of 1 year of experience in customer service, support operations, or a related role.
• Strong written and verbal communication skills with the ability to adapt tone to different communication channels.
• Experience using customer support software such as Zendesk, Salesforce, or similar platforms.
• Ability to manage multiple inquiries simultaneously while maintaining accuracy and attention to detail.
• Problem-solving mindset with a focus on creating positive customer experiences by interpreting workflows and if operations errors occurred.
• Flexible, adaptable, and comfortable working in a fast-paced operational environment.

Preferred Skills:

• Familiarity with service operations or transportation industries.
• Experience handling customer escalations and turning difficult interactions into positive outcomes.
• Strong organizational skills with the ability to follow SOPs while exercising good judgment in unique situations.

Benefits Summary: Individual compensation is determined by skills, qualifications, experience, and location. Compensation details listed in this posting reflect the base hourly rate or annual salary only, unless otherwise stated. In addition to base compensation, full-time roles are eligible for Medical, Dental, Vision, Commuter and 401K benefits with company matching. IND123