Job description

JOB DESCRIPTION
The Rider Operations team ensures the success of all customer interactions with our robotaxi 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 an experienced individual that will excel in a fast-paced, dynamic environment to help evolve the foundation for future Rider Operations.
As a Rider Support agent, 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 our vehicles.
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
Work closely with Fleet Operations, Product, Software, and User Experience to improve operational processes and tools based on observed customer needs
Willingness to work flexible shift hours and locations
Uphold a safety-centric, inclusive, and open-communication culture
Requirements
3+ 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
Experience as an Instructor or Lead within a customer-facing team, or equivalent management or leadership experience
Proficiency in various customer support and collaboration tools
Basic understanding of data analysis to help build out and analyze metrics
Basic QA testing experience

Job Type: Full-time

Salary: $45.00 per hour

Benefits:

• Health insurance
• Paid time off

Schedule:

• Day shift
• Monday to Friday

Ability to commute/relocate:

• Foster City, CA: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Preferred)

Experience:

• customer service: 4 years (Required)
• Lead: 1 year (Required)
• QA testing: 1 year (Required)

Work Location: One location

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