Location: Foster City, CA

Expected pay rate: $29.00 per hour

Schedule: Multiple shifts/schedules

Assignment length: indefinite contract (no end date)
**Remote not available - this position is on site**
Commitment: This is a full-time, 6-month ongoing contract position (no end date). It will be onsite and available to candidates local to the Foster City, CA area.

JH Careers is 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 with over the phone or chat live customer support experience that will excel in a fast-paced, dynamic environment to help evolve the foundation for future rider operations.

In this role, 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 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.

• 3 years of experience in live phone or chat customer service

• Experience working in a cross-functional team

• Exceptional communication skills, including the ability to clearly and concisely communicate in speech and writing, as well as listen to and interpret customer needs

• Excellent computer skills and problem solving ability

• Proven ability to adapt and drive progress against goals in ambiguous, changing environments

• Proactive mindset and resourcefulness

• Positive attitude with a growth mindset

• Willingness to work flexible shift hours and locations

• Experience in high-stress situations, including knowledge of de-escalation techniques

• Experience as an Instructor or Lead within a customer-facing team, or equivalent management/leadership experience

• Proficiency in various customer support and collaboration tools

• Basic understanding of data analysis to help build out and analyze metrics

• Basic QA testing experience

Sun - Thur 7:30AM-4:00PM or 3:30PM-12AM

Tue - Thur, Sat 7:30AM - 4PM; Fri 8:30AM-5PM

Tue - Fri 3:30 PM-12AM; Sat 5:30PM-2AM

Tue -Thur, Sat 3:30PM-12 AM; Fri 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.

• Work closely with Fleet Operations, Product, Software, and User Experience to improve operational processes and tools based on observed customer needs.

• Uphold a safety-centric, inclusive, and open-communication culture.

• Pre-tax commuter benefits 

• Employer Subsidized healthcare benefits

• Flexible Spending Account for healthcare-related costs

• Employer covers all costs for short and long term disability and life insurance

• 401k package

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