Customer Operations Specialist

This is a fully remote position, open to applicants in California.

📋 Description

• Address routine inquiries from drivers via phone, chat, and email concerning charging sessions, account status, and billing.

• Adhere to established protocols to resolve common issues related to charging sessions and the app, escalating unresolved matters as necessary.

• Precisely document case information and solutions in the customer relationship management (CRM) system.

• Handle routine requests for driver enrollment and account updates within specified turnaround times.

• Clearly communicate with internal departments to direct inquiries that fall outside the standard scope.

• Execute additional tasks and special projects as assigned to support both team and organizational goals.

⛳️ Requirements

• At least 1+ years of relevant experience, or equivalent work experience or technical education/training in a related area (e.g., certification programs, coursework in customer service or communications, or demonstrated on-the-job learning) accepted in lieu of a formal degree.

• An Associate's degree in a relevant field is preferred.

• Previous experience in a call center or customer service role is essential.

• Experience working a consistent schedule that may include early mornings, evenings, weekends, or holidays to support 24/7 operations.

• Proficiency in Microsoft Excel and standard office software is required.

• Availability to work a regular schedule from Monday to Friday, 3:00 p.m. to 12:00 a.m. Pacific Time, with occasional weekend and holiday work as business needs dictate.

🏝️ Benefits

• Medical, dental, and vision coverage, along with mental wellbeing support and wellness programs.

• 401(k) plan.

• Health Savings Account (HSA) and Flexible Spending Accounts (FSA) for medical and dependent care.

• Life and disability insurance.

• Uncapped paid time off.

• Enhanced parental leave.

• Employee Assistance Program (EAP).

• Access to Health Advocate services.

• Telehealth services.

• Mentorship programs and opportunities for career advancement and internal mobility.

• Monthly Tech Stipend.

• One-time reimbursement for home office setup.

• Volunteer time off.

• Commuter benefits.

• Employee-focused programs.