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HireArt · 2 weeks ago

Customer Escalation Specialist

Foster City, CA

Full-time

Onsite

Mid Level

$29/hr - $29/hr

3+ years exp

HireArt is helping an on-demand, autonomous ride-hailing company hire Customer Escalation Specialists to ensure the success of all customer interactions with its robo-taxi service. The role involves providing live rider support and collaborating with cross-functional teams to improve operational processes and tools based on customer needs.

Enterprise SoftwareHuman ResourcesRecruiting

Work & Life Balance

No H1B

Responsibilities

Provide live rider support before, during and after missions through a variety of 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

Work closely with Fleet Operations, Product, Software, and User Experience to improve operational processes and tools based on observed customer needs

Uphold a safety-centric, inclusive, and open-communication culture

Qualification

Customer service experienceDe-escalation techniquesCommunication skillsCross-functional collaborationData analysisQA testingProactive mindsetResourcefulnessPositive attitude

Required

3+ years of experience in customer service/call center roles, involving both phone and written (e.g. email/chat) support

Committed to providing a white-glove customer experience

Proven ability to successfully de-escalate customer issues and problem-solve in real-time

Exceptional communication skills, including the ability to clearly and concisely communicate in speech and writing, as well as listen to and interpret customer needs

Experience working in a cross-functional team with the ability to adapt and drive progress against goals in ambiguous, changing environments

Positive attitude, proactive/growth mindset and resourcefulness

Willingness to work flexible shift hours and locations