Customer Experience and Support Specialist

Key Responsibilities:
Provide real-time passenger support via hotline, chat, and in-vehicle communication during active rides.
Handle safety-related or emotional incidents calmly, executing emergency SOPs and coordinating escalation when needed.
Manage pre-ride and post-ride enquiries, follow-ups, and support ticket resolution.
Capture passenger feedback, identify usability issues, and recommend improvements to enhance the overall ride experience.
Guide first-time riders on AV expectations, safety features, and app interactions; maintain updated FAQs and onboarding materials.
Participate in journey mapping, simulations, and QA testing to support continuous improvement of AV operations.
What We’re Looking For:
Excellent communication skills with the ability to stay calm under pressure.
Ability to explain technical topics in simple terms.
Experience with customer support platforms (e.g., D365, Jira, Zendesk, Slack).
Tech-savvy, adaptable, and comfortable working in fast-moving pilot environments.
Preferred Qualifications:
At least 1 year in customer-facing support roles (transport, aviation, hospitality, ride-hailing, etc.).
Experience interacting with passengers or users in real-time.
Familiarity with AV technology, safety workflows, or control-center operations