Bee Talent Solutions
We are helping an on-demand, autonomous ride-hailing company hire Customer Support - Rider Operations to ensure the success of all customer interactions with its robo-taxi service. You will be the human partner to the robot AI, providing an amazing support experience to customers. In preparation for a commercial launch, the company is growing its 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 who will excel in a fast-paced, dynamic environment to help evolve the foundation for future rider operations.
As Customer Support - Rider Operations, you will serve as the real-time, human point of contact for riders; including providing ride information, troubleshooting issues, and assisting the rider on the 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 the company's vehicles.
Available Shifts:
Sun - Thur 7:30AM-4:00PM
or
3:30PM-12AM
Tue - Sat 7:30AM-4:00PM
or
3:30PM-12 AM; Fri & Sat 5:30PM-2AM
As Customer Support - Rider Operations, you will:
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. Uphold a safety-centric, inclusive, and open-communication culture. Requirements
2+ years of experience in customer service, retail, or another customer-facing role, involving both phone and written (e.g. email/chat) support Committed to providing a white-glove customer experience Proven ability to successfully de-escalate customer issues and problem-solve in real-time Exceptional communication skills, including the ability to clearly and concisely communicate in speech and writing, as well as listen to and interpret customer needs Experience working in a cross-functional team with the ability to adapt and drive progress against goals in ambiguous, changing environments Positive attitude, proactive/growth mindset, and resourcefulness Willingness to work flexible shift hours 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
We are seeking an experienced individual who will excel in a fast-paced, dynamic environment to help evolve the foundation for future rider operations.
As Customer Support - Rider Operations, you will serve as the real-time, human point of contact for riders; including providing ride information, troubleshooting issues, and assisting the rider on the 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 the company's vehicles.
Available Shifts:
Sun - Thur 7:30AM-4:00PM
or
3:30PM-12AM
Tue - Sat 7:30AM-4:00PM
or
3:30PM-12 AM; Fri & Sat 5:30PM-2AM
As Customer Support - Rider Operations, you will:
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. Uphold a safety-centric, inclusive, and open-communication culture. Requirements
2+ years of experience in customer service, retail, or another customer-facing role, involving both phone and written (e.g. email/chat) support Committed to providing a white-glove customer experience Proven ability to successfully de-escalate customer issues and problem-solve in real-time Exceptional communication skills, including the ability to clearly and concisely communicate in speech and writing, as well as listen to and interpret customer needs Experience working in a cross-functional team with the ability to adapt and drive progress against goals in ambiguous, changing environments Positive attitude, proactive/growth mindset, and resourcefulness Willingness to work flexible shift hours 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