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
Fri - Tue: 9:30AM - 6:00PM
Sun - Thu: 9:30AM - 6:00PM
Wed - Sun: 5:30PM - 2:00AM
Tues - Sat: 5:30PM - 2:00AM
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
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, 6-month 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.