Customer Relations Manager (Fleet)

WeDriveU; Los Angeles (CA); On-site; USD 60,000 - 75,000; Full time

Job summary

WeDriveU in Los Angeles is seeking a Customer Service Supervisor to lead daily support activities, ensure riders receive timely, accurate, and professional assistance, and collaborate with operations and client partners to enhance the rider experience.

The ideal candidate is a proactive problem solver who thrives in a fast-paced environment and is passionate about delivering service excellence.

Qualifications

• High school diploma or equivalent.
• Minimum of two years of customer service experience, preferably in transportation, mobility services, hospitality, or a related field.
• Previous experience leading teams or coordinating customer service functions.
• Strong verbal and written communication skills with the ability to handle sensitive situations professionally.
• Proficiency in Microsoft Office applications and customer service software platforms.
• Strong organizational skills with the ability to manage multiple priorities and meet deadlines.
• Ability to analyze information, identify trends, and recommend practical solutions.

Responsibilities

• Lead and support customer service operations to ensure a positive and consistent rider experience.
• Serve as the primary point of escalation for customer concerns, service inquiries, and complex issues.
• Investigate customer feedback and coordinate with operational teams to identify solutions and improve service delivery.
• Monitor customer interactions and performance metrics to identify trends, service gaps, and opportunities for improvement.
• Develop and maintain strong working relationships with clients, community stakeholders, and internal departments.
• Track, document, and report customer feedback, service issues, and resolutions using established systems and processes.
• Assist with rider communications, service updates, and outreach initiative.
• Support the development and implementation of customer service procedures, training materials, and quality standards.
• Prepare reports and recommendations that help drive operational improvements and enhance customer satisfaction.
• Participate in community events, outreach activities, and stakeholder meetings as needed.
• Perform additional duties and special projects as assigned.

Skills

Customer service

Team leadership

Communication

MS Office

CRM software

Education

High school diploma

Associate/Bachelor’s degree

Tools

CRM software

Job description

At WeDriveU, exceptional service starts with meaningful customer interactions. The Customer Service Supervisor leads daily customer support activities, ensuring riders receive timely, accurate, and professional assistance. This role oversees customer service processes, monitors service trends, and works closely with operations and client partners to enhance the overall rider experience. The ideal candidate is a proactive problem solver who thrives in a fast-paced environment and is passionate about delivering service excellence

• Lead and support customer service operations to ensure a positive and consistent rider experience
• Serve as the primary point of escalation for customer concerns, service inquiries, and complex issues
• Investigate customer feedback and coordinate with operational teams to identify solutions and improve service delivery
• Monitor customer interactions and performance metrics to identify trends, service gaps, and opportunities for improvement
• Develop and maintain strong working relationships with clients, community stakeholders, and internal departments
• Track, document, and report customer feedback, service issues, and resolutions using established systems and processes
• Assist with rider communications, service updates, and outreach initiative
• Support the development and implementation of customer service procedures, training materials, and quality standards
• Prepare reports and recommendations that help drive operational improvements and enhance customer satisfaction
• Participate in community events, outreach activities, and stakeholder meetings as needed
• Perform additional duties and special projects as assigned.

Qualifications Required

• High school diploma or equivalent
• Minimum of two years of customer service experience, preferably in transportation, mobility services, hospitality, or a related field
• Previous experience leading teams or coordinating customer service functions
• Strong verbal and written communication skills with the ability to handle sensitive situations professionally
• Proficiency in Microsoft Office applications and customer service software platforms
• Strong organizational skills with the ability to manage multiple priorities and meet deadlines
• Ability to analyze information, identify trends, and recommend practical solutions

Preferred Qualifications

• Associate's or Bachelor's degree
• Experience working in a transportation, transit, mobility, or passenger-focused environment

Why WeDriveU

WeDriveU is committed to creating transportation solutions that move people safely, efficiently, and sustainably. Our team members play a critical role in delivering exceptional service experiences while supporting innovative mobility programs across the country.

WeDriveU is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment free of discrimination or harassment where thoughts and ideas of all employees are appreciated and respected. We value excellence and recognize that by respecting the diverse backgrounds, skills, and perspectives of our workforce, we will sustain a competitive advantage and remain an employer of choice. We also see diversity as more than policies; it is imperative for enabling us to attract, retain and develop the best talent available.