Rider Support Specialist (24/7 Operations)|Contract

About the Role

We are seeking customer-focused and safety-minded Rider Support Specialists to join our operations team. As the frontline point of contact, you will provide exceptional support to riders and community members before, during, and after their journeys. This role is ideal for individuals who thrive in a fast-paced contact center environment, enjoy solving problems, and are passionate about delivering outstanding customer experiences while ensuring rider safety.
The Rider Support team operates 24/7 and handles customer interactions across phone, chat, and email channels, supporting trip-related inquiries, service adjustments, lost-and-found requests, and safety-related concerns.

Key Responsibilities

• Deliver professional, empathetic, and timely support across phone, chat, and email channels.
• Assist riders with trip-related inquiries, account concerns, service information, and general support requests.
• Provide accurate information while maintaining a positive customer experience in every interaction.
• Handle sensitive customer situations with patience, professionalism, and care.
• Serve as the first point of contact for safety-related or time-sensitive incidents.
• Assess situations quickly and follow established escalation procedures when required.
• Accurately document incidents and communicate critical information to relevant stakeholders.
• Ensure customer safety and well-being through timely and appropriate responses.
• Maintain detailed and accurate records of all customer interactions.
• Escalate operational issues and customer feedback through designated channels.
• Collaborate with internal teams to address customer concerns and improve service delivery.
• Ensure compliance with company policies, service standards, and operational procedures.
• Identify recurring issues and opportunities for process improvement.
• Participate in training, calibration sessions, and quality reviews.
• Contribute feedback and insights that support operational excellence and service enhancements.

Required Qualifications

• Bachelor's degree in any field.
• Around 2-3 years of experience in a contact center, customer service, customer support, or related environment.
• Experience managing customer interactions across phone, email, and chat channels.
• Excellent verbal and written communication skills.
• Ability to remain calm and professional under pressure.
• Excellent problem-solving and decision-making capabilities.
• High attention to detail and accuracy in documentation.
• Comfortable working in a 24/7 shift environment.
• Experience in transportation, mobility services, ride-hailing, travel, hospitality, technology, logistics, or related industries.
• Exposure to incident management, escalation procedures, or safety-related operations.
• Familiarity with service metrics such as Customer Satisfaction (CSAT), Quality Assurance, and Average Handle Time (AHT).

Cristina Malabuyoc Malijan EA License No. 02C3423 Personnel Registration No. R1111547

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