Customer Experience and Support Specialist

Key Responsibilities:

• Provide real-time passenger support via hotline, chat, and in-vehicle communication during active rides.
• Handle safety-related or emotional incidents calmly, executing emergency SOPs and coordinating escalation when needed.
• Manage pre-ride and post-ride enquiries, follow-ups, and support ticket resolution.
• Capture passenger feedback, identify usability issues, and recommend improvements to enhance the overall ride experience.
• Guide first-time riders on AV expectations, safety features, and app interactions; maintain updated FAQs and onboarding materials.
• Participate in journey mapping, simulations, and QA testing to support continuous improvement of AV operations.

What We're Looking For:

• Excellent communication skills with the ability to stay calm under pressure.
• Ability to explain technical topics in simple terms.
• Experience with customer support platforms (e.g., D365, Jira, Zendesk, Slack).
• Tech-savvy, adaptable, and comfortable working in fast-moving pilot environments.

Preferred Qualifications:

• At least 1 year in customer-facing support roles (transport, aviation, hospitality, ride-hailing, etc.).
• Experience interacting with passengers or users in real-time.
• Familiarity with AV technology, safety workflows, or control-center operations