We are HIRING!
We are helping an on-demand an autonomous ride-hailing company hire a TeleOps Operator and Ryder Ops to be responsible for TECH AND CUSTOMER SUPPORT of operation of the remote monitoring/control system for autonomous vehicles.
In this role, you will oversee various initiatives and strive to achieve team goals. This position is tasked with operating in a collaborative, fast-paced environment with cross-functional organizations. We’re looking for proactive, positive and team-oriented individuals who are motivated.
As a TeleOps Operator, you'll:
Effectively monitor autonomous vehicle operations.
Respond to and manage critical mission needs.
Assist the fleet of vehicles by providing remote guidance in complex situations.
Assist with testing and data collection.
Work closely with SW, QA and UX to improve the TeleOps Interface.
Willingness to work flexible shift hours.
Requirements
Excellent driving history and no criminal history
2+ years of experience working in operations or a fast-paced environment
Experience working in a cross-functional team
Excellent computer skills and problem solving ability
Excellent written and verbal communication
Positive attitude with a growth mindset
Bonus Qualifications:
Experience with working in the autonomous vehicle industry
Efficient with working on the Windows 10 OS
Bachelor degree in STEM, Analytics, or related fields
Basic knowledge of Windows, Linux, Software/QA testing
Basic understanding of data analysis to help build out and analyze metrics
Basic QA testing experience
Experience playing video games
Customer Support - Rider Operations
As Customer Support - Rider Operations, 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:
Sun - Thur 7:30AM-4:00PM or 3:30PM-12AM
Tue - Sat 7:30AM-4:00PM or 3:30PM-12 AM; Fri & Sat 5:30PM-2AM
As Customer Support - Rider Operations, 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
