Customer Escalation Specialist

1 week ago

Las Vegas, Nevada, United States HireArt Full time $42,000 - $84,000 per year

Expected compensation: 25.00 USD Per Hour

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.

As Customer Escalation Specialists, you will serve as 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. Beyond expertise in customer service execution, this role requires exceptional empathy, patience, and a relationship-oriented mindset. Additionally, you will have the unique opportunity to drive development of new operational processes and tools for scale. You will 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

  • Candidates should have flexibility with shift preference.

9:30AM-6PM

  • Wed-Sun
  • Thu-Mon
  • Fri-Tue
  • Sat-Wed

5:30PM-2AM

  • Wed-Sun
  • Thu-Mon
  • Fri-Tue
  • Sat-Wed

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

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
  • 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

Preferred Skills

  • Experience in high-stress situations, including knowledge of de-escalation techniques
  • Proficiency in various customer support and collaboration tools
  • Basic QA testing experience

Benefits

  • Pre-tax commuter benefits
  • Employer (HireArt) subsidized healthcare benefits (Eligibility begins on the first of the month following 60 days of service)
  • Flexible Spending Account for healthcare-related costs
  • HireArt covers all costs for short- and long-term disability and life insurance
  • 401k package

Commitment:
This is a full-time, ongoing contract position staffed via HireArt. It will be onsite and available to candidates local to the Las Vegas, NV 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.

  • CORE Customer Specialist

    1 week ago

    Las Vegas, Nevada, United States Switch Full time $60,000 - $120,000 per year

    Location: Las VegasAbout SwitchAt Switch, we don't just design, build and operate data centers—we are enabling the technology of the future. Led by Founder & CEO, Rob Roy, we believe in revolutionary innovation, operational excellence and the principle of karma. Switch is where talented people come together to EVOLVE the digital world.We believe that...

  • Customer Engagement Specialist

    5 hours ago

    Las Vegas, Nevada, United States EDCLUB, INC Full time

    Description:We're seeking a Customer Engagement Specialist to join our mission-driven edtech team and empower educators through exceptional support. In this remote role, you'll work directly with users, classroom teachers, and district administrators, guiding them to succeed with our innovative learning products. You'll collaborate closely with our team to...

  • Warehouse Specialist

    1 week ago

    Las Vegas, Nevada, United States EPITEC Full time $32,000 - $64,000 per year

    Job Title:Warehouse Support SpecialistContract Duration:3 months, possible extensionLocation:Las Vegas, NVWork Arrangement:Onsite, 1st shift - Training will be @ 12:30pmPay Range:$16/hour***Note:No C2C or C2H arrangements possibleSummaryThe Warehouse Support Specialist provides support across all areas of Operations. The role exists in various warehouse...

  • Customer Support Specialist

    15 hours ago

    Las Vegas, Nevada, United States ASTS Management Full time

    :As an ASTS Customer Support Specialist will specialize in all support around Owner's experience from time of purchase through lifecycle of ownership. They will be responsible for educating Owners and providing assistance with resort availability and getting Owners on vacations utilizing the product purchased. This will require enhanced awareness and...

  • Client Care Specialist

    6 days ago

    Las Vegas, Nevada, United States Western Alliance Bank Full time $40,000 - $60,000 per year

    Job Title:Client Care Specialist ( Part-time Branch Teller)Location:West SaharaWhat you'll do:As a Client Care Specialist you'll display a high level of client service, provide a professional, prompt, and accurate banking experience and exemplify the department's "sales, service, and operations" philosophy. You'll perform transactions and service requests in...

  • Client Support Specialist

    3 hours ago

    Las Vegas, Nevada, United States Kinectify Full time

    About the RoleTheClient Support Specialistis a frontline advocate for Kinectify's customers, providing Tier 1 technical and operational support across our platform. This individual will manage incoming client inquiries, resolve product issues, and collaborate cross-functionally with Engineering, Product, and Client Success teams to deliver exceptional...

  • Customer Support Analyst

    2 days ago

    Las Vegas, Nevada, United States Ellis Island Casino, Village Pubs, Mt. Charleston Full time

    Customer Support Analyst (Koin Payments)Category: OperationsStatus: Non-ExemptReports To: VP of OperationsJob DescriptionThe Customer Support Analyst is responsible for managing complex, escalated customer issues that extend beyond standard call center capabilities, including technical troubleshooting and enrollment challenges. The Customer Support Analyst...

  • Part-Time Client Care Specialist

    1 week ago

    Las Vegas, Nevada, United States Western Alliance Bank Full time $21 - $24

    Job Title:Part-Time Client Care Specialist (Branch Teller)Location:DurangoWhat you'll do:As a Client Care Specialist you'll display a high level of client service, provide a professional, prompt, and accurate banking experience and exemplify the department's "sales, service, and operations" philosophy. You'll perform transactions and service requests in...

  • Loan Resolution Specialist-II

    1 week ago

    Las Vegas, Nevada, United States Fifth Third Bank Full time $60,000 - $120,000 per year

    Make banking a Fifth Third betterWe connect great people to great opportunities. Are you ready to take the next step? Discover a career in banking at Fifth Third Bank.GENERAL FUNCTION:The Loan Resolution Specialists work hand-in-hand across multiple departments including legal, compliance, operations, customer support and servicing. Providing the highest...

  • IT Support Specialist

    2 days ago

    Las Vegas, Nevada, United States Gaming Arts Full time

    GENERAL SUMMARYThe IT Support Specialist provides on site, first-line technical support for all end-user hardware, software, and network systems within the company's centralized IT infrastructure, which is located in Germany. This position serves as the local point of contact for troubleshooting, issue resolution, and user assistance related to the IT...