Technical Customer Support Specialist - San Mateo, United States - Jbcplatform

Description

Job Description Job Description Job Title

• Rider OperationsJob Location
• Foster City, California, United States of America, 94404Job Start Date 4/2/24Job End Date 10/5/24About 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 up-hold 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 channelsCollaborate with cross-functional teams to provide live assistance to Riders and escalate issues to be further investigatedBecome a knowledge expert on tools related to RiderOps and utilize these tools to resolve customer interactionsAssist with testing and data collection to evolve processes and tools to support observed customer needsWillingness to work flexible shift hours and locationsUphold a safety-centric, inclusive, and open-communication cultureRequirements2+ years of experience in customer service, retail, or another customer-facing roleExperience working in a cross-functional teamExceptional communication skills, including the ability to clearly and concisely communicate in speech and writing, as well as listen to and interpret customer needsExcellent computer skills and problem solving abilityProven ability to adapt and drive progress against goals in ambiguous, changing environmentsProactive mindset and resourcefulnessPositive attitude with a growth mindsetPreferred SkillsExperience in high-stress situations, including knowledge of de-escalation techniquesProficiency in various customer support and collaboration toolsBasic QA testing experience#J-18808-Ljbffr