Customer Experience and Support Specialist - AV Operations

ALLEGIS GROUP SINGAPORE PRIVATE LIMITED; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A leading transport technology company in Singapore seeks a Customer Experience and Support Specialist to serve as the frontline connection between passengers and an autonomous ride experience. This role ensures that passengers feel informed and safe during their journey. Responsibilities include providing real-time support, managing enquiries, and capturing feedback to enhance passenger experiences. Applicants should have strong communication skills and experience in customer support roles.

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.

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.

Skills

Excellent communication skills

Ability to explain technical topics in simple terms

Experience with customer support platforms (e.g., D365, Jira, Zendesk, Slack)

Tech-savvy and adaptable

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.

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