Customer Support Agent

Operations Associate

Available Shift: Sun-Thu 3:00PM - 11:30PM

Overview:
We are seeking a motivated and customer-focused Operations Associate to manage inbound and outbound communication with riders and provide high-quality support. This role is critical to ensuring smooth rider experiences, resolving customer issues efficiently, and maintaining a positive brand reputation.

• Serve as the first point of contact for riders, managing inbound and outbound communication across all support channels (SMS, email, and phone).
• Provide timely and effective resolution to customer inquiries, complaints, and service issues.
• Document interactions and resolutions accurately using support tools such as Salesforce Service Cloud.
• Escalate complex or unresolved issues to appropriate teams while maintaining ownership until resolution.
• Identify recurring issues or rider feedback trends and collaborate with internal teams to improve processes.
• Deliver consistent, professional, and empathetic communication that aligns with company standards.

• Minimum of 1 year of experience in customer service, support operations, or a related role.
• Strong written and verbal communication skills with the ability to adapt tone to different communication channels.
• Experience using customer support software such as Zendesk, Salesforce, or similar platforms.
• Ability to manage multiple inquiries simultaneously while maintaining accuracy and attention to detail.
• Problem-solving mindset with a focus on creating positive customer experiences by interpreting workflows and if operations errors occurred.
• Flexible, adaptable, and comfortable working in a fast-paced operational environment.

• Familiarity with service operations or transportation industries.
• Experience handling customer escalations and turning difficult interactions into positive outcomes.

Strong organizational skills with the ability to follow SOPs while exercising good judgment in unique situations.