Customer Experience and Support Specialist - AV Operations

Tek Systems; Singapore; On-site; SGD 30,000 - 45,000; Full time

Job summary

A leading transport technology company in Singapore seeks a Customer Experience and Support Specialist to enhance passenger experiences in autonomous rides. This role involves providing real-time support, managing inquiries, and ensuring safety during rides. Ideal candidates will have customer support experience, excellent communication skills, and familiarity with AV technology. Become part of a dynamic team reshaping transport experiences.

Qualifications

• At least 1 year in customer-facing support roles.
• Experience interacting with passengers in real-time.
• Familiarity with AV technology or safety workflows.

Responsibilities

• Provide real-time passenger support via hotline and chat.
• Handle safety-related incidents calmly and execute emergency SOPs.
• Manage pre-ride and post-ride inquiries.
• Capture passenger feedback and recommend improvements.
• Guide first-time riders on safety features and app interactions.
• Participate in journey mapping and QA testing.

Skills

Excellent communication skills

Ability to explain technical topics simply

Experience with customer support platforms

Tech-savvy and adaptable

Tools

D365

Jira

Zendesk

Slack

Job description

Join a fast-growing team at the forefront of Transport experiences in Singapore. As Customer Experience and Support Specialist, you will be serving as the frontline connection between passengers and our autonomous ride experience. You will be the human touch in a high-tech service, ensuring passengers feel informed, supported, and safe before, during, and after every journey. From real-time troubleshooting to incident escalation, passenger education and customer feedback, this role is essential in shaping a positive, trusted AV passenger experience in Singapore.

Core 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.

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.

If you're passionate about building impactful partnerships and want to be part of a team that’s reshaping transport experiences, we want to hear from you. Apply now to be part of the journey.

We regret to inform that only shortlisted candidates will be notified.

EA Reg No: R25145980, Bibi Fatima

Allegis Group Singapore Pte Ltd, Company Reg No. 200909448N, EA License No. 10C4544