Customer Experience and Support Specialist - AV Operations - TEKsystems...

Allegis Group Singapore Pte Ltd; Singapore; On-site; SGD 40,000 - 65,000; Full time

Job summary

A technology-driven transport company in Singapore is looking for a Customer Experience and Support Specialist to serve as a frontline connection between passengers and their autonomous ride experience. You will provide real-time support, manage safety incidents, and ensure overall passenger satisfaction. The ideal candidate has strong communication skills and experience with customer support platforms. Join us to enhance the AV passenger experience and contribute to innovative transport solutions.

Qualifications

• Excellent communication skills with the ability to stay calm under pressure.
• Experience in customer-facing support roles.
• Familiarity with AV technology and safety workflows.

Responsibilities

• Provide real-time passenger support during active rides.
• Handle safety-related incidents calmly.
• Manage pre-ride and post-ride enquiries.
• Capture passenger feedback and recommend improvements.
• Guide first-time riders on AV expectations.
• 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.

• 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

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