Bilingual Associate Driver Success Manager

Job Summary:

Our client is seeking a Bilingual Associate Driver Success Manager who is the direct support for our drivers. They are responsible for responding to and resolving driver inquiries, and escalating where appropriate to the Driver Success Manager. They also monitor driver hardware/software and driver dashboards. They review all driver communications and rider feedback for accuracy and consistency. This position is integral to the growth and retention of our community of drivers, addressing questions and feedback from existing driver partners, making outbound courtesy calls to new members of the community, and helping to maintain and enhance the exclusive driver culture that makes us an industry leader.

Duties:

• Ensure all assigned Tier 1 and Tier 2 inbound inquiries (tickets, phone calls, callbacks) are successfully resolved and align with team performance and SLA expectations
• Email Expectations
• Phone Call Expectations
• Driver Support - Phone Shift Expectations
• Tier Expectations
• Follow up with assigned customers and clear out assigned follow up buckets to ensure the customer is satisfied with the resolution and to further assist as needed
• Identify and suggest improvements to existing support processes or tools
• Complete assigned trainings and review documentation to stay up to date on processes and new features
• Assess and test incoming hardware/software issues for potential bugs or areas for improvement
• Serve as a primary “driver advocate.” Share feedback to optimize driver and rider experience based on feedback/sentiment
• Review and monitor driver-facing products (tablet, Driver Dashboard, driver application)

Desired Skills/Experience:

• Bilingual (Spanish)
• Experience in Tier 1 support
• Prior experience in a high-volume inbound call setting
• Customer support
• Knowledge of iOS and android devices
• Salesforce experience

Benefits:

• Medical, Dental, & Vision Insurance Plans
• 401K offered

$24.50 - $35.00 (est. hourly rate)