Customer Experience Associate

HireArt; San Francisco (CA); Hybrid; USD 40,000 - 48,000; Full time

Benefits offered by this job

PTO and paid holidays

Flexible Spending Account

Disability and life insurance covered

401k package

Job summary

HireArt is helping our client hire a Customer Experience Associate to support EV drivers in our Driver Operations team. This full-time, hybrid role requires in-office presence Tuesdays and Thursdays in San Francisco, CA, with a strong focus on triaging and resolving support tickets and gathering driver feedback.

You will work to ensure timely responses, document issues for Engineering, and identify gaps in resources while maintaining SLAs.

Qualifications

• Experience in a technical support or multi-channel customer service role.
• Recent professional experience using Zendesk.
• Ability to independently manage a high volume of support tickets while meeting SLAs.
• Excellent attention to detail and accurate documentation.
• Strong organization and time management to handle multiple requests.

Responsibilities

• Respond to driver inquiries and requests over email and other channels while adhering to driver support guidelines and SLAs.
• Triage and resolve support tickets, escalating time-sensitive issues when needed.
• Identify gaps in resources and content to help drivers resolve problems quickly.
• Document issues clearly to support Engineering and Product teams in resolving bugs.
• Gather and share driver insights to improve the user experience.
• Monitor CSAT, ticket response and resolution times.

Skills

Multichannel support

Written communication

Time management

Prioritization

Problem solving

Tools

Zendesk

Google Docs

Jira

Excel

Google Sheets

Job description

An Electrification Software Company

Full time

Location

Work environment

In-person

Expected pay amount

29.00 - 35.00 USD Per Hour

Schedule

9AM-5PM, Hybrid—Tuesdays and Thursdays in office

6 month contract

HireArt is helping our client find a devoted, empathetic, and thoughtful Customer Experience (CX) Associate to join its Driver Operations Team and serve as an ambassador to its driver participant base.

In this role, you will be responsible for creating a stellar experience for EV drivers participating in the serviced utility programs. You’ll directly triage, respond to, and resolve support tickets while summarizing and sharing driver feedback. This will require becoming deeply familiar with both the application functionality and driver needs.

The ideal candidate is highly organized and exceptionally detail-oriented, with the ability to independently manage and prioritize a high volume of support tickets while maintaining accuracy and timely follow-through. You’re a clear communicator with sound judgment who can effectively triage issues, stay ahead of deadlines and SLAs, and proactively escalating complex or time-sensitive cases before they impact the customer experience.

As a Customer Experience Associate, you will:

• Respond to driver inquiries and requests over email and other channels while adhering to driver support guidelines and SLAs.


• Triage and resolve support tickets, appropriately escalating complex or time-sensitive issues as needed.


• Identify and flag gaps in resources and content that could help drivers resolve problems quickly and easily.


• Document issues clearly and accurately to support Engineering and Product teams in resolving specific bugs.


• Gather, summarize, and share insights on driver needs, preferences, concerns, and perspectives to help improve the user experience.


• Monitor indicators of user satisfaction and support performance, including CSAT, ticket response times, and resolution times.

Requirements

• Experience in a technical support or multi-channel customer service role


• Recent professional experience using Zendesk


• Demonstrated ability to independently manage and prioritize a high volume of support tickets while meeting response and resolution SLAs


• Exceptional attention to detail with the ability to accurately document, track, and follow issues through resolution


• Strong organization and time management skills with the ability to manage multiple open requests without losing track of follow-ups or next steps


• Sound judgment in triaging issues, determining appropriate next steps, and escalating time-sensitive or complex cases before they impact the customer experience


• Clear and concise written and verbal communication skills


• Familiarity with common productivity tools such as Google Docs and Jira


• Basic proficiency with data entry and tracking tools such as Excel and Google Sheets


• Ability to effectively engage with users, advocate for improvements based on their feedback, and ensure satisfaction with the support provided


• Comfort working in a fast-paced startup environment


• Enthusiasm for ongoing learning and personal growth


• A passion for decarbonization and reducing global climate risk


• PTO and paid holidays!


• Flexible Spending Account for healthcare-related costs


• HireArt covers all costs for short and long term disability and life insurance


• 401k package

Commitment: This is a full-time, ongoing contract position staffed via HireArt. This role will be hybrid, requiring Tuesdays and Thursdays onsite, and is available to candidates local to the San Francisco, CA area.

HireArt values diversity and is an Equal Opportunity Employer. We are interested in every qualified candidate who is eligible to work in the United States. Unfortunately, we are not able to sponsor visas or employ corp-to-corp