Remote Assistance Specialist

May Mobility is transforming cities through autonomous technology to create a safer, greener, more accessible world. Based in Ann Arbor, Michigan, May develops and deploys autonomous vehicles (AVs) powered by our innovative Multi‑Policy Decision Making (MPDM) technology that literally reimagines the way AVs think. Our vehicles provide value to communities, bridge public transit gaps, and move people safely and efficiently.

As a Remote Assistance Specialist (RAS) you will work independently and alongside teammates to ensure a safe and positive experience for our riders, Autonomous Vehicle Operators (AVOs), customers (FCCOs), and Remote Assistance Agents (RAA). You will coordinate daily logistics, support autonomous vehicles during operations, and report directly to the Senior Manager of Remote Assistance.

• Monitor and support autonomous vehicles in real time during operations
• Ensure operations during each shift follow rigorous safety guidelines
• Address technical problems and coordinate with engineering teams for timely resolution
• Train and help develop RAAs and FCCOs by conducting team huddles and coaching through video review or simulations
• Monitor vehicle health continuously using company tools
• Log real‑time feedback regarding autonomy performance to be sent to engineers
• Maintain accurate records of remote assistance and performance
• Escalate accident reports, incident escalations, and customer complaints correctly
• Interact with May Mobility guests as an ambassador
• Test changes with the Remote Assistance tools focusing on safety and provide clear feedback
• May travel to other sites for coverage and support as needed
• Other duties as assigned

• Strong technical aptitude and ability to learn new software and processes
• Data collection and organization
• Effective communication
• Coaching and leading by example
• Strong written and verbal communication across multiple platforms; strict attention to detail
• Comfortable making judgment calls in ambiguous situations
• Understanding of best practices for top‑notch customer service
• Ability to work effectively with team members at all levels of the organization
• Proficiency with a laptop and Google Suite applications (Gmail, Sheets, Docs, etc.)

Required Qualifications

• Eager to take on a first‑time people management role and grow as a confident, inspiring leader
• Experience leading processes and driving continuous improvement in a fast‑adapting, customer‑focused environment
• Previous experience at a technology‑focused company
• Experience working in Google Suite applications (Gmail, Sheets, Docs, etc.)
• Valid U.S. Driver's License

Desirable Qualifications

• Experience leading in a fast‑adapting, customer‑focused environment
• Associate’s degree or higher in Business, Technical Operations, or related field
• Prior experience in operations, logistics, or fleet management

• Standard site working conditions, including but not limited to:
• Remain stationary 50% or more of the time
• Move and/or change positions when needed
• Prolonged computer use
• Flexibility to work weekends and adjust schedule to align with site operating hours and project needs, including early mornings, evenings, and holidays as required
• Lift up to 50 lbs
• Stand for prolonged periods and climb ladders infrequently
• Work outdoors in varying temperatures and weather conditions
• Expected travel 0%‑10%

• Comprehensive healthcare suite including medical, dental, vision, life, and disability plans. Domestic partners who have resided together for at least one year are also eligible to participate.
• Health Savings and Flexible Spending Accounts for health and dependent care
• Rich retirement benefits, including an immediately vested employer safe‑harbor match
• Generous paid parental leave and phased return to work
• Flexible vacation policy in addition to paid company holidays
• Total Wellness Program providing resources for overall wellbeing

$55,000 - $70,000 USD

May Mobility is an equal‑opportunity employer. All applicants for employment will be considered without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity or expression, veteran status, genetics or any other legally protected basis. Any information you choose to provide regarding gender pronouns, gender, ethnicity, or veteran status is voluntary and confidential and will not impact the hiring decision.

If you need an accommodation, please let us know.