EV Driver Support Specialist - Hybrid, 6-Month Contract

HireArt

San Francisco (CA)

Hybrid

USD 40,000 - 48,000

Full time

5 days ago

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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.