Support Specialist

Remote (United States)

Job Details

Employment Type: Full-Time

Compensation: $17.00 – $20.00 per hour

About the Role

As a Support Specialist, you will serve as the first point of contact for riders, caregivers, and drivers, helping ensure each trip is safe, smooth, and well supported. This role combines customer support, ride coordination, problem-solving, ticket management, and communication across phone, chat, and email in a fast-moving remote environment.

What You’ll Do

• Serve as the first point of contact for riders, caregivers, and drivers through phone, chat, and email.
• Support riders whose primary language is English or Spanish.
• Handle ride bookings, support requests, and AI-overflow calls with empathy, accuracy, and efficiency.
• Step in when automated support requires human assistance and work effectively alongside AI support tools.
• Coordinate trip details with drivers and external partners to help ensure accurate and on-time service.
• Assist riders with common support needs, including lost items, updated ride instructions, estimated arrival times, cancellations, and delays.
• Maintain accurate and up-to-date support tickets in Zendesk using clear and thoughtful communication.
• Identify recurring issues and unusual cases and share them to help improve workflows and automation.
• Review and process refunds or credits when appropriate and escalate issues when necessary.

Qualifications

• 1–2 years of experience in customer service or a similar support role.
• Fluency in English required; bilingual ability is preferred but not required.
• Calm, clear, and confident communication skills, particularly over the phone.
• Comfort working across multiple systems at the same time, including Zendesk, spreadsheets, dashboards, and similar tools.
• Strong organizational skills and attention to detail, including during high-pressure situations.
• Ability to work independently in a remote environment with a resourceful, proactive, and self-directed approach.
• Ability to learn new tools, processes, and responsibilities quickly.
• Curious and adaptable mindset with a strong interest in continued professional growth.
• Ability to collaborate effectively with teammates while also working independently when needed.
• Positive, compassionate, and professional approach to every customer interaction.
• Flexibility to work weekends and holidays as part of a full-time schedule.
• Genuine interest in helping improve access to safe and supportive transportation services.
• Experience in healthcare, medical terminology, or transportation support is a plus.

Benefits

• Opportunity to contribute to new support processes and workflow improvements.
• Collaborative remote-first team environment focused on connection, problem-solving, and customer care.
• 401(k) plan.
• Dental insurance.
• Health insurance.
• Vision insurance.