What are the responsibilities and job description for the Customer Support - Rider Operations position at Continuum Resource Network?
Customer Support – Rider Operations (Onsite)
- 6 month contract initially with likelihood of extension
- $25/hr pay rate
- Multiple schedule options
Continuum 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 robot AI's human partner, providing customers with an amazing support experience. 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 seek an experienced individual who will excel in a fast-paced, dynamic environment to help evolve the foundation for future rider operations.
As Customer Support - Rider Operations, you will serve as the real-time, human point of contact for riders; including providing ride information, troubleshooting issues, and assisting the rider on the 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 the 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.
As Customer Support - Rider Operations, you will:
- Provide live rider support before, during, and after missions through various 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.
- Uphold a safety-centric, inclusive, and open-communication culture.
Preferred Skills:
- Experience in high-stress situations, including knowledge of de-escalation techniques
- Proficiency in various customer support and collaboration tools
- Basic QA testing experience
Available Shifts:
Fri - Tue: 9:30am - 6:00pm
Sun - Thu: 9:30am - 6:00pm
Wed-Sun: 5:30am - 2:00pm
Tues - Sat: 5:30am - 2:00pm
Benefits:
- Pre-tax commuter benefits
- Employer-subsidized healthcare benefits
- Flexible Spending Account for healthcare-related costs
- All costs covered for short and long-term disability and life insurance
- 401k package
Commitment: This is a full-time, 6-month ongoing contract position. It will be onsite and available to candidates local to the Las Vegas, NV area.
Continuum values diversity and is an Equal Opportunity Employer. We are interested in every qualified candidate who is eligible to work in the United States. Unfortunately, we are not able to sponsor visas or employ corp-to-corp.
Job Types: Full-time, Contract
Pay: From $25.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Health insurance
- Paid time off
Shift:
- Day shift
- Evening shift
- Night shift
Experience:
- Customer service: 2 years (Required)
- phone support: 1 year (Preferred)
- Live chat: 1 year (Preferred)
Location:
- Las Vegas, NV 89101 (Required)
Shift availability:
- Day Shift (Preferred)
- Night Shift (Preferred)
Ability to Commute:
- Las Vegas, NV 89101 (Required)
Work Location: In person
Salary : $25
