This is a Fully Remote Job
1. About Our Client:
The organization operates within the group transportation and mobility industry, addressing the challenges of a fragmented and opaque market valued at over $450 billion. It provides an AI-native platform that streamlines charter, shuttle, and autonomous vehicle operations by connecting enterprises, institutions, and event organizers to numerous bus operators nationwide. The platform enhances efficiency through real-time availability, transparent pricing, intelligent routing, and AI-driven dispatch and optimization, supporting large-scale shuttle and transit programs across various sites.
2. About the Opportunity:
The Customer Support Specialist role focuses on delivering exceptional customer service within the Service Operations team. This position is responsible for managing customer inquiries, resolving issues, supporting live trip operations, and maintaining positive customer relationships. The role contributes to ensuring a seamless customer experience and supports operational coordination in a remote-first environment.
3. Responsibilities:
- Respond to customer inquiries via email and phone with prompt and accurate assistance.
- Resolve common customer issues and escalate complex cases as needed.
- Conduct follow-ups to ensure resolution of customer concerns.
- Document customer interactions in the company’s software system.
- Provide live trip support during scheduled shifts, monitoring trips and managing disruptions.
- Coordinate alternative solutions for unexpected events affecting trips.
- Serve as a point of contact for drivers, customers, operations teams, and sales during active trips.
- Communicate timely updates regarding trip changes.
- Build and maintain positive customer relationships to ensure satisfaction.
- Educate customers on Department of Transportation rules and regulations.
- Collaborate with internal teams to ensure smooth customer experiences.
- Track service requests and escalate operational delays when necessary.
- Maintain accurate records and adhere to company policies and SLAs.
- Escalate critical issues, including service failures and safety concerns.
- Participate in training to stay informed of product and service updates.
4. Requirements:
- Minimum of 2 years’ experience in customer service or logistics coordination; transportation or hospitality experience is a plus.
- Excellent verbal and written communication skills.
- Strong problem-solving skills and attention to detail.
- Ability to remain calm and professional under pressure.
- Effective organizational and multitasking abilities.
- Customer-focused mindset with a commitment to service quality.
- Willingness to adapt and learn new systems and processes.
5. Pay Range and Compensation Package:
- Hourly rate: $26.50 USD.
6. Benefits & Perks:
- Medical, dental, and vision insurance coverage.
- Mental health support and virtual care.
- Gym discounts and family-building benefits.
- Remote-first work model with flexible scheduling.
Equal Opportunity Statement:
Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
TalentHop is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.
