Customer Service Manager

2 days ago


Las Vegas, Nevada, United States JH Careers LLC Full time
Transform Your Career with JH Careers LLC

We are seeking an experienced Customer Service Manager to join our team at JH Careers LLC. As a key member of our operations team, you will be responsible for providing exceptional customer support and ensuring the success of our robo-taxi service.

Key Responsibilities:
  • Provide live rider support before, during, and after missions through various support channels.
  • Collaborate with cross-functional teams to provide live assistance to riders and escalate issues for further investigation.
  • 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.
Requirements:
  • 3+ years of experience in live phone or chat customer service.
  • Experience working in a cross-functional team.
  • Exceptional communication skills, including the ability to clearly and concisely communicate in speech and writing, as well as listen to and interpret customer needs.
  • Excellent computer skills and problem-solving ability.
  • Proven ability to adapt and drive progress against goals in ambiguous, changing environments.
  • Proactive mindset and resourcefulness.
  • Positive attitude with a growth mindset.
  • Willingness to work flexible shift hours and locations.
Preferred Skills:
  • Experience in high-stress situations, including knowledge of de-escalation techniques.
  • Experience as an Instructor or Lead within a customer-facing team, or equivalent management/leadership experience.
  • Proficiency in various customer support and collaboration tools.
  • Basic understanding of data analysis to help build out and analyze metrics.
  • Basic QA testing experience.
What We Offer:
  • Pre-tax commuter benefits.
  • Employer-subsidized healthcare benefits.
  • Flexible Spending Account for healthcare-related costs.
  • Employer covers all costs for short and long-term disability and life insurance.
  • 401k package.


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