Driver Support Specialist - Fast, Clear Driver Help

8Fleet, Inc.; Los Angeles (CA); On-site; USD 27,000 - 39,000; Full time

Job summary

8Fleet, Inc. is hiring a Driver Support Specialist to manage the Zendesk queue for drivers in Los Angeles. You will triage tickets, craft clear responses, and build macros to ensure fast, accurate replies that fit our brand voice.

The role emphasizes cross-team collaboration with HR, payroll, maintenance, and operations, maintaining documentation, and identifying patterns to improve support processes for our growing rideshare marketplace.

Qualifications

• Experience in customer or driver support, ideally in rideshare or marketplace environment.
• Excellent written communication with grammar and tone; able to craft clear template responses.
• Strong follow-through across HR, payroll, and internal partners to get driver answers.
• Empathy for drivers and sound judgment on escalation or process changes.
• Bias toward action and ability to work without a playbook.

Responsibilities

• Triage, prioritize, and resolve driver tickets in Zendesk.
• Write clear, professional responses with appropriate tone.
• Create and maintain macros, templates, and tags for consistency.
• Route escalations to HR, payroll, maintenance, and market operations, and follow up until resolved.
• Monitor response and resolution times; flag backlog or recurring issues.
• Identify ticket trends and share drivers' feedback with Central Operations.
• Keep support content up to date as policies and markets change.

Skills

Customer support

Driver support

Written communication

Cross-team collaboration

Empathy

Bias toward action

Tools

Zendesk

Greenlight Hub experience

Job description

8Fleet, Inc. is hiring a Driver Support Specialist to manage the Zendesk queue for drivers in Los Angeles. You will triage tickets, craft clear responses, and build macros to ensure fast, accurate replies that fit our brand voice.

The role emphasizes cross-team collaboration with HR, payroll, maintenance, and operations, maintaining documentation, and identifying patterns to improve support processes for our growing rideshare marketplace.