Support Specialist

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

📋 Description

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

• Provide assistance to riders in both Spanish and English.

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

• Collaborate with AI support agents when automation requires human intervention.

• Coordinate trip information with drivers and partners to guarantee precise, timely service.

• Help with lost items, updated instructions, ETAs, cancellations, and delays.

• Keep current support tickets updated in Zendesk with effective communication.

• Identify recurring issues and unique cases to enhance workflows and automation.

• Review and process refunds or credits, escalating issues when necessary.

⛳️ Requirements

• 1–2 years of experience in customer service or a similar position.

• Proficient in English.

• Bilingual candidates are preferred, but it is not a requirement.

• Calm, clear, and confident communicator, particularly over the phone.

• Comfortable multitasking across various systems, including Zendesk, Sheets, and dashboards.

• Strong organizational abilities and attention to detail in high-pressure situations.

• Self-motivated individual who can excel in a remote work environment.

• Resourceful, proactive, and capable of quick learning without constant supervision.

• Curious, adaptable, and eager to develop new skills.

• Ability to work collaboratively in a team and also operate independently.

• Positive, compassionate, and professional demeanor.

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

• Genuine interest in Onward’s mission.

• Experience in healthcare, medical terminology, or transportation support is a plus.

🏝️ Benefits

• 401(k)

• Dental insurance

• Health insurance

• Vision insurance

• 12 Company Holidays

• Remote-first culture

• Opportunities to influence new processes and contribute to Onward’s growth

• Supportive, collaborative team atmosphere

• Mission-driven work enhancing access to healthcare transportation