Job Description

Accountabilities:

As a Customer Support Specialist, you will provide high-quality assistance to customers, drivers, and partners while managing daily support operations. You will combine empathy, attention to detail, and strong communication skills to resolve issues quickly and contribute to continuous service improvement.

• Support riders, drivers, and partners through phone, chat, and email by resolving trip-related issues, scheduling questions, and account concerns.
• Handle customer requests efficiently, aiming to resolve issues during the first interaction whenever possible.
• Coordinate real-time trip updates, including delays, cancellations, driver reassignments, and pickup changes.
• Manage escalations with professionalism, empathy, and sound judgment while identifying when additional support is needed.
• Assist with driver onboarding by guiding new drivers through registration, document verification, and initial trip preparation.
• Conduct outbound calls to inactive drivers, understand their challenges, and support re-engagement efforts.
• Maintain accurate records of customer interactions and updates within support systems.
• Share recurring customer feedback, operational challenges, and improvement ideas with internal teams.
• Adapt between different support activities, including rider assistance, driver onboarding, escalation management, and outreach initiatives based on business priorities.

Requirements:

The ideal candidate is a customer-focused professional with strong communication skills and experience supporting customers in fast-paced environments. You should be comfortable managing multiple conversations, working independently, and adapting to changing priorities.

• Minimum 2 years of experience in customer service or customer support, preferably supporting US-based customers.
• Previous experience with rideshare, transportation, freight, logistics, or similar industries is highly valued.
• Professional fluency in English, both written and spoken.
• Strong interpersonal skills with a patient, warm, and calm approach when assisting customers.
• Ability to handle phone-heavy support environments and manage multiple conversations simultaneously.
• Comfortable adapting between customer support, driver onboarding, escalation handling, and outbound calling responsibilities.
• Availability to work US Eastern Time hours with flexibility across regions.
• Reliable internet connection, dependable power supply, and a quiet workspace suitable for remote work.

Benefits:

• Fully remote work opportunity from Brazil and other supported Latin American locations.
• Full-time, long-term independent contractor engagement.
• Competitive monthly compensation ranging from USD 1,000 to USD 1,500.
• Semi-monthly payment schedule.
• 10 paid time off days after successful completion of the probationary period.
• Opportunity to work with an international team across different regions.
• Exposure to the transportation and mobility sector while supporting meaningful customer experiences.