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. blithequark, a pioneering company in the on-demand, autonomous ride-hailing sector, is seeking talented individuals to join its Rider Operations team. As a Customer Experience Specialist, you will play a vital role in ensuring the success of all customer interactions with blithequark's innovative robo-taxi service. This is an exciting opportunity to be at the forefront of a new era in transportation and make a real difference in the lives of customers. Job Overview As a Customer Experience Specialist – Autonomous Ride-Hailing Support, you will be the human partner to blithequark's robot AI, providing an amazing support experience to customers. Your primary responsibility will be to 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. You will be an integral part of a dynamic team that is committed to delivering exceptional customer service and driving the development of new operational processes and tools for scale. Key Responsibilities Provide live rider support before, during, and after missions through a variety of support channels, ensuring a seamless and positive experience for customers. Collaborate with cross-functional teams to provide live assistance to riders and escalate issues to be further investigated, demonstrating exceptional communication and problem-solving skills. Become a knowledge expert on tools related to RiderOps and utilize these tools to resolve customer interactions, staying up-to-date with the latest technologies and processes. Assist with testing and data collection, contributing to the continuous improvement of blithequark's services and operations. 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 to have: 2+ years of experience in customer service, retail, or another customer-facing role, involving both phone and written (e.g., email/chat) support, with a proven track record of delivering exceptional customer experiences. A committed approach to providing a white-glove customer experience, with a strong focus on empathy, patience, and relationship-building. Proven ability to successfully de-escalate customer issues and problem-solve in real-time, demonstrating exceptional communication and conflict resolution skills. 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, with a positive attitude, proactive/growth mindset, and resourcefulness. Willingness to work flexible shift hours, including evenings and weekends, to ensure seamless support for blithequark's customers. Preferred Skills While not essential, the following skills and experiences are highly desirable: Experience in high-stress situations, including knowledge of de-escalation techniques, with the ability to remain calm and composed under pressure. Proficiency in various customer support and collaboration tools, with the ability to quickly learn and adapt to new technologies. Basic QA testing experience, with a keen eye for detail and a commitment to delivering high-quality results. Career Growth Opportunities and Learning Benefits At blithequark, we are 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, operations, and technology, with access to training and development programs. Contribute to the development of new operational processes and tools, with the opportunity to drive innovation and improvement. Collaborate with cross-functional teams, including engineering, product, and marketing, to gain a deeper understanding of the business and industry. Participate in feedback and coaching, with regular check-ins and performance reviews to support your growth and development. 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 making a positive impact on the community. As a Customer Experience Specialist, you will be part of a dynamic and supportive team that values: Collaboration and teamwork, with a focus on shared goals and objectives. Innovation and creativity, with the freedom to think outside the box and propose new ideas. Continuous learning and development, with access to training and development programs. Diversity, equity, and inclusion, with a commitment to creating a welcoming and inclusive work environment. Compensation, Perks, and Benefits As a Customer Experience Specialist at blithequark, you will be eligible for a range of benefits, including: Competitive hourly rate, with opportunities for growth and development. Pre-tax commuter benefits, to support your daily commute. Employer-subsidized healthcare benefits, to ensure your health and well-being. Flexible Spending Account for healthcare-related costs, to help you manage your expenses. 401k package, to support your long-term financial goals. Opportunities for professional growth and development, with access to training and development programs. Conclusion If you are a motivated and customer-focused individual who is passionate about delivering exceptional experiences, we encourage you to apply for this exciting opportunity. As a Customer Experience Specialist at blithequark, you will be part of a dynamic team that is shaping the future of transportation and making a real difference in the lives of customers. Don't miss this chance to join a revolutionary company and take your career to the next level. Apply now to become a part of the blithequark team and start your journey to a rewarding and challenging career in customer experience.