Experienced Customer Experience Specialist – Autonomous Ride-Hailing Support for blithequark's Innovative Rider Operations Team

Introduction to blithequark and the Industry

Imagine being part of a revolutionary transportation system that combines cutting-edge technology with exceptional customer service. At blithequark, we are pioneering the future of on-demand, autonomous ride-hailing services, and we're seeking talented individuals to join our team. As a Customer Experience Specialist, you will play a vital role in ensuring the success of all customer interactions with our robo-taxi service, providing a seamless and supportive experience for our riders.

Job Overview

We are currently expanding our Rider Operations team to support the launch of our commercial service, and we're looking for experienced Customer Support representatives to join our dynamic team. As a Customer Experience Specialist, you will serve as the human partner to our robot AI, providing real-time support to customers during their rides. Your exceptional communication skills, empathy, and problem-solving abilities will be essential in resolving issues, addressing concerns, and ensuring a positive experience for our riders.

Key Responsibilities

• Provide live rider support before, during, and after missions through various support channels, including phone, email, and chat.
• Collaborate with cross-functional teams to provide live assistance to riders and escalate issues for further investigation.
• Become a knowledge expert on tools related to Rider Operations and utilize these tools to resolve customer interactions efficiently.
• Assist with testing and data collection to drive the development of new operational processes and tools for scale.
• Uphold a safety-centric, inclusive, and open-communication culture, promoting a positive and supportive work environment.

Requirements

To be successful in this role, you will need:

• At least 2+ years of experience in customer service, retail, or another customer-facing role, involving both phone and written support.
• A strong commitment to providing a white-glove customer experience, with a focus on empathy, patience, and relationship-building.
• Proven ability to successfully de-escalate customer issues and problem-solve in real-time, with excellent communication and conflict resolution skills.
• Experience working in a cross-functional team, with the ability to adapt and drive progress against goals in ambiguous, changing environments.
• A positive attitude, proactive/growth mindset, and resourcefulness, with a willingness to work flexible shift hours.

Preferred Skills

While not essential, the following skills and experience are highly desirable:

• Experience in high-stress situations, including knowledge of de-escalation techniques and conflict resolution strategies.
• Proficiency in various customer support and collaboration tools, with the ability to quickly learn new systems and technologies.
• Basic QA testing experience, with a keen eye for detail and a passion for process improvement.

Career Growth Opportunities and Learning Benefits

At blithequark, we're committed to the growth and development of our team members. As a Customer Experience Specialist, you will have the opportunity to:

• Develop your skills and expertise in customer service, with a focus on autonomous ride-hailing and innovative transportation systems.
• Contribute to the development of new operational processes and tools, with a voice in shaping the future of our Rider Operations team.
• Collaborate with cross-functional teams, including engineering, product, and marketing, to drive business growth and improvement.
• Participate in training and development programs, with access to industry-leading tools and technologies.

Work Environment and Company Culture

At blithequark, we pride ourselves on our safety-centric, inclusive, and open-communication culture. Our team is passionate about delivering exceptional customer experiences, and we're committed to creating a positive and supportive work environment. As a Customer Experience Specialist, you will be part of a dynamic and innovative team, with opportunities to make a real impact on our business and our customers.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• Pre-tax commuter benefits, to support your daily commute.
• Employer-subsidized healthcare benefits, with access to flexible spending accounts for healthcare-related costs.
• 401k package, with opportunities for long-term savings and retirement planning.
• Short and long-term disability and life insurance, with all costs covered by blithequark.

Conclusion

If you're passionate about delivering exceptional customer experiences and are excited about the opportunity to join a revolutionary transportation company, we want to hear from you. As a Customer Experience Specialist at blithequark, you will be part of a dynamic and innovative team, with opportunities to make a real impact on our business and our customers. Apply now to join our team and help shape the future of autonomous ride-hailing.