Customer Service Manager
2 days ago
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.
- 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.
- 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.
- 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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