Customer Escalation Specialist

3 weeks ago

Foster City, United States An Autonomous Mobility Company Full time
Job Description

Description: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. You will be the human partner to the robot AI, providing an amazing support experience to customers. In preparation for a commercial launch, the company is growing its team to support the challenging delivery of traditional customer service with specialized real-time rider support during customer rides.We are seeking an experienced individual that will excel in a fast-paced, dynamic environment to help evolve the foundation for future rider operations.

Beyond expertise in customer service execution, this role requires exceptional empathy, patience, and a relationship-oriented mindset.As Customer Escalation Specialists, you will have the unique opportunity to drive development of new operational processes and tools for scale. You will also have a voice in creating new products and services that allow you and your fellow agents to understand what is happening in and around the company's vehicles.Available Shifts:Sun - Thur  7:30AM-4:00PM or 3:30PM-12AMTue - Thur, Sat 7:30AM - 4PM; Fri 8:30AM-5PMTue - Fri 3:30 PM-12AM; Sat 5:30PM-2AMTue -Thur, Sat 3:30PM-12 AM; Fri 5:30PM-2AM   As a Customer Escalation Specialist, you will:* 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.Requirements:* 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 locationsPreferred Skills:* 3+ years' experience in high-stress situations, applying knowledge of de-escalation techniques * Experience as an Instructor or Lead within a customer-facing team, or equivalent management/leadership experience * Proficiency in multiple customer support and collaboration tools * Basic understanding of data analysis to help build out and analyze metrics * Basic QA testing experienceBenefits:* Pre-tax commuter benefits  * Employer (HireArt) Subsidized healthcare benefits * Flexible Spending Account for healthcare-related costs * HireArt covers all costs for short and long term disability and life insurance * 401k packageCommitment: This is a full-time, 6-month ongoing contract position staffed via HireArt. It will be onsite and available to candidates local to the Foster City, CA area.HireArt values diversity and is an Equal Opportunity Employer.

We are interested in every qualified candidate who is eligible to work in the United States. Unfortunately, we are not able to sponsor visas or employ corp-to-corp.

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