Remote Support Specialist - Bilingual Rider Experience

Onward Rides; United States; Remote; USD 23,000 - 28,000; Full time

Job summary

Onward is a remote-first rideshare and transportation management platform focused on wellbeing, accessibility, and healthcare access. As a Support Specialist, you will be the voice and heart of the rider experience, ensuring every trip is safe, smooth, and supportive, while collaborating with AI tools to balance automation with human touch.

You will handle bookings, support requests, and issue resolution with empathy, working in a fast-paced startup environment and paying attention to details to

Qualifications

• 1-2 years of experience in customer service or a similar role.
• Fluent in English; bilingual preferred but not required.
• Calm, clear, and confident communicator, especially over the phone.
• Comfortable using multiple systems at once (Zendesk, Sheets, dashboards).
• Strong organizational skills; detail-oriented under pressure.
• Self-starter who thrives in a remote environment.
• Eager to grow and adapt with Onward.
• Team player who can work independently.
• Willing to work weekends and holidays on a full-time schedule.
• Interest in Onward’s mission to transform healthcare access.
• Bonus: Experience with healthcare, medical terminology, or transportation support.

Responsibilities

• Be the first point of contact for riders, caregivers, and drivers via phone, chat, and email.
• Support riders whose primary language is Spanish or English.
• Handle ride bookings, support requests, and AI-overflow calls with empathy and efficiency.
• Step in when automation needs a human touch - partnering with AI support agents.
• Coordinate trip details with drivers and partners to ensure on-time, accurate service.
• Support riders with lost items, updated instructions, ETAs, cancellations, or delays.
• Keep support tickets up to date in Zendesk with clear, thoughtful communication.
• Flag recurring issues and edge cases, helping improve workflows and automation.
• Review and process refunds or credits, escalating when necessary.

Skills

Customer service

English fluency

Communication

Remote work

Zendesk

Sheets

Tools

Zendesk

Sheets

Dashboards

Job description

Onward is a remote-first rideshare and transportation management platform focused on wellbeing, accessibility, and healthcare access. As a Support Specialist, you will be the voice and heart of the rider experience, ensuring every trip is safe, smooth, and supportive, while collaborating with AI tools to balance automation with human touch.

You will handle bookings, support requests, and issue resolution with empathy, working in a fast-paced startup environment and paying attention to details to