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

• Serve as the initial point of contact for riders, caregivers, and drivers through phone, chat, and email.

• Provide assistance to riders primarily speaking Spanish or English.

• Manage ride bookings, support inquiries, and AI-overflow calls with compassion and efficiency.

• Step in when automation requires human intervention, collaborating seamlessly with AI support agents.

• Coordinate trip particulars with drivers and partners to guarantee timely and accurate service.

• Assist riders with common concerns such as lost items, updated instructions, ETAs, cancellations, or delays.

• Maintain support tickets in Zendesk with clear and thoughtful communication.

• Identify recurring issues and edge cases, contributing to the enhancement of workflows and automation.

• Review and process refunds or credits, escalating matters when needed.

• 1–2 years of experience in customer service or a related field.

• Proficient in English (bilingual preferred but not mandatory).

• A composed, clear, and confident communicator, particularly over the phone.

• Comfortable utilizing multiple systems simultaneously (Zendesk, Sheets, dashboards, etc.).

• Excellent organizational skills; detail-oriented even in high-pressure situations.

• A self-starter who excels in a remote setting—resourceful, proactive, and capable of quickly learning without constant supervision.

• Eager for personal and professional growth—curious, adaptable, and motivated to develop skills as Onward evolves.

• A team player who collaborates effectively but can also work independently.

• A positive, compassionate, and professional demeanor in every interaction.

• Availability to work weekends and holidays as part of a full-time schedule.

• A genuine passion for Onward’s mission, believing that safe, supportive rides can enhance healthcare access.

• 401(k)

• Dental insurance

• Health insurance

• Vision insurance

Support Specialist

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