Employee Experience Associate

ATOMS Careers page; Dallas (TX); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Medical, dental and vision insurance

401k with company match

Flexible Paid Time Off

Free membership and monthly ride

Job summary

ATOMS in Dallas is seeking an Employee Experience Associate to support off-the-road employee drivers and, at peak times, customers. You will handle scheduling, policy clarification, and inquiries via phone, chat, and Zendesk, ensuring every interaction is clear, consistent, and delivers a high-quality, white-glove experience for our people.

The role requires 1+ years in a high-touch support environment, strong written and verbal communication, discretion with PII, and the ability to work

Qualifications

• 1+ years in a high-touch customer/internal support role.
• High school diploma or equivalent.
• Strong interpersonal skills with a desire to help others.
• Superior written and verbal communication skills; ability to explain complex policies clearly and empathetically.
• Exceptional attention to detail and ability to interpret, apply, and defend complex policies.
• Commitment to discretion and integrity when handling sensitive information (PII, disciplinary records).
• Tech-savvy and comfortable navigating multiple software systems (CRM, scheduling, timekeeping).
• Proven ability to manage high-volume support queues and meet SLA.
• Willingness to work evenings and Saturdays if needed.

Responsibilities

• Deliver exceptional off-the-road support to employees via phone, chat, and Zendesk, focusing on scheduling, attendance, and policy clarification.
• Manage Zendesk queues, ensure timely responses, and provide thorough resolutions.
• Review and document employee appeals related to safety scores or policy violations and escalate as needed.
• Handle employee data with discretion per privacy and security standards.
• Document and categorize customer-reported driver complaints for follow-up by Market Operations.
• Assist customers when needed via inbound calls and texts (Hubspot, UJET) with trip or account issues.
• Participate in team meetings to share trends and process improvements.

Skills

Customer support experience

Strong interpersonal skills

Excellent written and verbal

Attention to detail

Discretion and integrity

Tech-savvy (CRM, scheduling, time"keep

Ability to work evenings/Saturdays

Education

High school diploma or equivalent

Tools

Zendesk

HubSpot

UJET

CRM systems

Job description

Atoms is building the machines that power the next era of progress.

Over the last decade, software has transformed the digital world. But the physical world, where food is made, minerals are mined, goods are moved, and industries are run, remains far less intelligent, far less efficient, and far more constrained. We’re changing that.

Atoms builds Physical AI— real-world robots for the industries that move civilization forward, starting with food, mining, and transport. Our systems are designed to understand, predict, and control the real world with precision, turning complex physical operations into something more reliable, more scalable, and more productive.

This work requires more than robotics. It requires deep integration across hardware, software, AI, operations, manufacturing, and real estate. We don’t just build machines in a lab. We deploy them into real environments, operate them, learn from them, and improve them until they work at scale.

We are roboticists, engineers, operators, and builders. We believe the next great technology companies will not only transform information, but the physical systems that shape everyday life.

If you want to work on hard problems with real-world impact, join us.

About the role

The Employee Experience Associate is a key member of our Employee Experience team, focused on delivering exceptional, consistent support to our W-2 employee drivers. You will prioritize the employee experience by assisting off-the-road drivers with general support, policy clarification, and scheduling questions, via phone, chat, and tickets. This includes ensuring each interaction is clear, consistent, and centered on a positive, high-quality “white glove” experience for our employees, who are at the core of our service. Your role plays an important part in setting our employees up for success.

While the core role is supporting our employees, this role may also support our customers (riders) during peak times or team absences by managing support channels, monitoring trips, and proactively communicating with customers impacted by service delays or account issues.

This role will be expected to work a Tuesday - Saturday schedule, with some evening hours required to support business needs.

What you’ll do

• Employee Support: Deliver exceptional off-the-road support to employees via phone, chat, and Zendesk ticketing, focusing on scheduling, attendance, and policy clarification, and appropriately redirecting HR or Payroll-related issues.
• Ticket & Queue Management: Manage Zendesk queues, ensuring timely responses, maintaining SLA adherence, and delivering accurate and thorough resolutions for all employee and customer inquiries.
• Employee Appeals: Review and document employee appeals related to safety scores or policy violations, escalating findings to the appropriate departments when necessary.
• Data Security: Handle all employee information, disciplinary documentation, and Personally Identifiable Information (PII) with the utmost discretion and compliance with Atoms’ data privacy and security standards.
• Driver Feedback Tracking: Document and accurately categorize customer-reported driver complaints, ensuring each instance is logged for Market Operations follow-up.
• Customer Support: When necessary, handle inbound customer calls and texts for (via Hubspot and UJET), professionally addressing and resolving trip-related or account concerns.
• Team Engagement: Actively participate in required team meetings to share trends, process improvements, and updates on driver and customer sentiment.

What we´re looking for

• 1+ years of experience in a high-touch customer and/or internal support role.
• High school diploma or equivalent
• Strong interpersonal skills with a desire to help others.
• Superior written and verbal communication skills. Ability to articulate complex policies clearly while conveying empathy and confidence to both customers and employees.
• Exceptional attention to detail and a demonstrated ability to consistently and accurately interpret, apply, and defend complex company policies (e.g., attendance, scheduling, safety appeals).
• Commitment to discretion & integrity when managing sensitive information (PII, disciplinary records, etc), ensuring full compliance with Atoms’ data privacy and security protocols.
• Tech-savvy and comfortable navigating multiple software systems simultaneously (CRM, scheduling, timekeeping)
• Proven ability to manage high-volume support queues while consistently meeting team goals and SLAs
• Ability to work atypical hours when needed, including evenings and/or Saturdays.

Bonus Points (Preferred Qualifications)

• Direct experience working with core CRM systems such as Zendesk, HubSpot, or UJET.
• Direct experience supporting internal employees or drivers on operational, scheduling, or timekeeping topics.

Perks of the ride

• Competitive base salary and bonus in a high-growth startup
• Medical, dental and vision insurance
• 401k with company match
• Flexible Paid Time Off
• Free membership and monthly credit to ride

At Atoms, you’ll work on one of the defining challenges of our time—bringing automation into the physical world to drive real, lasting impact. We exist to uncover valuable unknown truths and turn them into progress, which means constantly pushing beyond what’s known and building what doesn’t yet exist. The work is ambitious and often challenging, but it’s grounded in a shared sense of purpose and a team committed to seeing it through together. Our work only matters if it serves others, and we know that meaningful progress depends on the trust of the people we serve and the strength of our team—so we invest in both, creating an environment where you can do your best work and grow.

What else you need to know

This role is based in our Dallasoffice. Atoms is a company driven by invention and continuous change - we are constantly reimagining our industries, building new products, and refining how we operate. We do our best work together. That’s why all of our office-based teams work onsite, five days a week.

The base salary range for this role is $50,000 - $70,000 per year.

Actual compensation will be determined on an individual basis and may vary depending on experience, skills, and qualifications.

Base salary is just one part of your total rewards package. You may also be eligible for equity awards.

Benefits Summary (USA Full-Time Exempt Employees):

• Medical, Dental, Vision, Disability, and Life Insurance
• Flexible Spending Account / Health Savings Account Options
• 401(k)
• Equity
• Sick Time, Unlimited Flexible Time Off, and Paid Holidays

Benefits are subject to change at the company's discretion.
Atoms accepts applications on an ongoing basis.

Ready to join us as we serve those who serve others?

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