- Be the first point of contact for riders, caregivers, and drivers via phone, chat, and email
- Support riders whose primary language is Spanish or English
- Handle ride bookings, support requests, and AI-overflow calls with empathy and efficiency
- Step in when automation needs a human touch - partnering seamlessly with AI support agents
- Coordinate trip details with drivers and partners to ensure on-time, accurate service
- Support riders with common needs: lost items, updated instructions, ETAs, cancellations, or delays
- Keep support tickets up to date in Zendesk with clear, thoughtful communication
- Flag recurring issues and edge cases, helping improve workflows and automation
- Review and process refunds or credits, escalating when necessary
Requirements
- 1–2 years of experience in customer service or a similar role
- Fluent in English (Bilingual preferred but not required)
- Calm, clear, and confident communicator, especially over the phone
- Comfortable using multiple systems at once (Zendesk, Sheets, dashboards, etc.)
- Strong organizational skills; detail-oriented even in high-pressure moments
- Self-starter who thrives in a remote environment—resourceful, proactive, and able to learn quickly without constant oversight
- Eager to grow - curious, adaptable, and motivated to expand skills as Onward evolves
- Team player who collaborates easily but can also operate independently
- Positive, compassionate, and professional approach to every interaction
- Flexibility to work weekends and holidays as part of a full-time schedule
- A genuine interest in Onward’s mission believing that safe, supportive rides can transform healthcare access
Core Competencies
Demonstrates strong customer service skills with a focus on empathy and efficiency, while effectively managing multiple systems like Zendesk. Bilingual communication in English and Spanish is a plus, along with a proactive and adaptable approach to problem-solving in a remote environment.
Highest-signal resume keywords
- Customer Service Experience
- Fluent In English
- Zendesk Proficiency
- Strong Organizational Skills
- Effective Communication
ATS Optimization Keywords
Soft Skills
- Empathy
- Detail-Oriented
- Proactive
- Team Player
- Calm Communicator
Industry Keywords
- Ride Bookings
- Support Requests
- Automation
- Refund Processing
- Healthcare Access
Tools & Technologies
- Zendesk
- Google Sheets
- Dashboards
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Support Specialist Arbeitgeber: Jobtailor
Als Front Office Supervisor in unserem dynamischen Team bieten wir Ihnen die Möglichkeit, in einem unterstützenden und freundlichen Arbeitsumfeld zu wachsen. Wir legen großen Wert auf die berufliche Entwicklung unserer Mitarbeiter und bieten regelmäßige Schulungen sowie die Chance, Verantwortung zu übernehmen. Unsere Lage ermöglicht es Ihnen, Teil einer lebendigen Gemeinschaft zu sein, während Sie gleichzeitig die Standards unseres Franchise-Partners einhalten und unseren Gästen einen unvergesslichen Aufenthalt bieten.
