Member Success Advisor

As a Member Success Advisor at Flex Ride, you play a key role in ensuring an exceptional experience for our members. You will assist customers with inquiries about Flex Ride’s vehicle leasing, subscription, and rental services, resolve issues efficiently, and proactively guide them through their journey—from onboarding to account management and ongoing support.

Flex Ride is a technology company that offers innovative solutions to the challenges in the mobility sector by providing flexible, equitable, transparent, and cost-effective mobility solutions. Flex Ride’s mission is to empower members with affordable and fair car access, fostering financial freedom and flexibility.

Flex Ride is a fast-scaling mobility platform redefining vehicle access through flexible leasing, subscription, and rental programs. Our mission is simple: give people reliable transportation without locking them into long-term financial mistakes.

You will act as the frontline voice and steward of customer accounts. Customers will rely on you to understand their situation, explain policies clearly, resolve issues, and guide them through challenges, including payment-related conversations—without scripts or pressure tactics. You’ll manage ongoing relationships, not just tickets.

Member Engagement & Support

• Serve as the primary point of contact for Flex Ride members via phone, SMS, email, and chat.
• Assist members with inquiries regarding leasing, subscriptions, payments, program terms and policies, and account changes or issues.
• Educate members about Flex Ride’s programs, vehicle options, and benefits.

Problem‑Solving & Issue Resolution

• Address and resolve customer issues with empathy, efficiency, and professionalism.
• Collaborate with internal teams (Operations, Fleet, Risk Management, Sales) to ensure timely resolution of concerns.
• Escalate complex cases when necessary while maintaining ownership and a positive customer experience.
• Conduct follow‑ups with members to ensure satisfaction and retention.
• Identify opportunities to upsell or transition customers to upgraded plans.
• Monitor account activity for early signs of disengagement and take proactive steps to enhance member experience.

• Proactively follow up on past‑due accounts.
• Communicate payment expectations clearly and respectfully.
• Work with customers to understand circumstances and next steps.
• Document outcomes and coordinate with risk or collections when needed.

• Utilize CRM and customer engagement tools (e.g., My Flex Ride  portal) to manage interactions.
• Guide members on how to use Flex Ride’s online portal, mobile app, and payment systems.
• Ensure accurate documentation of customer interactions and service resolutions.

• Customer‑Centric Mindset – Passionate about delivering outstanding service and solving customer problems. 2 years of experience required.
• Strong Communication Skills – Ability to explain policies and solutions clearly and professionally.
• Tech‑Savvy – Comfortable using CRM software, messaging platforms, and digital payment systems.
• Problem‑Solving Ability – Quick thinker who can troubleshoot issues and provide solutions efficiently.

• Response & Resolution quality – Ensure timely responses and quick issue resolution.
• Member Retention & Engagement – Proactively manage accounts to reduce churn.
• Product Knowledge & Compliance – Stay updated on policies, procedures, and offerings.

• Be part of a fast‑growing mobility tech company disrupting the traditional car ownership.
• Competitive salary with performance incentives.
• Opportunity to work with cutting‑edge customer engagement technology.
• Growth opportunities in a dynamic and innovative team environment.