Customer Experience and Support Specialist

Primary Responsibilities:

• Deliver immediate assistance to passengers through hotline, chat, and in-vehicle communication during ongoing rides.
• Respond to safety-related or emotional situations with composure, implementing emergency standard operating procedures (SOPs) and facilitating escalation when necessary.
• Address inquiries before and after rides, ensure follow-ups, and resolve support tickets efficiently.
• Gather passenger feedback, pinpoint usability challenges, and propose enhancements to improve the overall riding experience.
• Educate first-time riders on autonomous vehicle expectations, safety features, and app functionalities; keep FAQs and onboarding resources current.
• Engage in journey mapping, simulations, and quality assurance testing to aid in the ongoing enhancement of autonomous vehicle operations.

Qualifications We Seek:

• Exceptional communication abilities, maintaining poise in high-pressure situations.
• Capable of simplifying complex technical concepts for easy understanding.
• Familiarity with customer support tools (such as D365, Jira, Zendesk, Slack).
• Tech-savvy, flexible, and proficient in dynamic pilot project environments.

Preferred Experience:

• Minimum of 1 year in customer-facing support roles (including transport, aviation, hospitality, ride-hailing, etc.).
• Experience in real-time interactions with passengers or users.
• Knowledge of autonomous vehicle technology, safety protocols, or control-center operations.