Experienced Customer Support Representative – Rider Operations for arenaflex's Autonomous Ride-Hailing Service

At arenaflex, we're revolutionizing the way people move around cities with our cutting-edge autonomous ride-hailing service. As a key member of our Rider Operations team, you'll play a vital role in ensuring an exceptional customer experience for our riders. If you're passionate about delivering top-notch support and have a knack for problem-solving, we want to hear from you!

About arenaflex

arenaflex is a pioneering company in the autonomous ride-hailing space, backed by the innovative spirit of Amazon. Our mission is to make transportation safer, more efficient, and enjoyable for everyone. We're committed to pushing the boundaries of what's possible with technology and creating a seamless experience for our customers.

The Role

As a Customer Support Representative – Rider Operations, you'll be the human partner to our robot AI, providing an amazing support experience to our customers. You'll be the real-time, human point of contact for riders, including providing ride information, troubleshooting issues, and assisting the rider on next steps in the event of a service disruption or emergency. This role requires exceptional empathy, patience, and a relationship-oriented mindset, as well as expertise in customer service execution.

Key Responsibilities

• Provide live rider support before, during, and after missions through a variety of support channels, including phone, email, and chat.

• 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 to help us improve our services.
• Uphold a safety-centric, inclusive, and open-communication culture that reflects arenaflex's values.

Requirements

• 2+ years of experience in customer service, retail, or another customer-facing role, involving both phone and written (e.g. email/chat) support.

• Committed to providing a white-glove customer experience that exceeds expectations.
• 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, including evenings and weekends.

Preferred Skills

• Experience in high-stress situations, including knowledge of de-escalation techniques.

• Proficiency in various customer support and collaboration tools, such as Zendesk or Freshdesk.
• Basic QA testing experience to help us ensure the quality of our services.

Benefits

• Pre-tax commuter benefits to help you get to work safely and efficiently.

• Employer-subsidized healthcare benefits to ensure you and your loved ones are covered.
• Flexible Spending Account for healthcare-related costs to help you manage your expenses.
• arenaflex covers all costs for short and long-term disability and life insurance, so you can focus on your well-being.
• 401k package to help you plan for your future.

Commitment

This is a full-time, 6-month ongoing contract position (W2 hourly with benefits) that will be onsite at our San Mateo/Foster City/Bay Area location. We're looking for candidates who are local to the area and can commit to working flexible shift hours, including evenings and weekends.

What We Offer

• A dynamic and fast-paced work environment that's perfect for those who thrive in ambiguity.

• Opportunities to drive development of new operational processes and tools for scale.
• A voice in creating new products and services that allow you and your fellow agents to understand what's happening in and around our vehicles.
• A chance to be part of a pioneering company that's changing the face of transportation.

How to Apply

If you're passionate about delivering exceptional customer support and have a knack for problem-solving, we want to hear from you! Apply now to join our Rider Operations team and be a part of arenaflex's mission to revolutionize the way people move around cities. Apply to this job We can't wait to hear from you! Apply for this job