Remote Support Specialist - Rider & Driver Advocate

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

Benefits offered by this job

401(k)

Dental insurance

Health insurance

Vision insurance

12 Company Holidays

Job summary

Onward is seeking a Support Specialist to join our remote team and be the voice of patient-friendly rides. You’ll handle rider inquiries, bookings, and escalations with empathy, coordinating with drivers and AI tools to ensure safe, on-time trips.

You will communicate in English, support Spanish- and English-speaking riders, and thrive in a fast-moving startup that values initiative, resilience, and collaboration from a remote setting.

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.

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 to improve workflows and automation.
• Review and process refunds or credits, escalating when necessary.

Skills

Customer service

English fluency

Clear communication

Remote work

Tools

Zendesk

Sheets

Dashboards

Job description

Onward is seeking a Support Specialist to join our remote team and be the voice of patient-friendly rides. You’ll handle rider inquiries, bookings, and escalations with empathy, coordinating with drivers and AI tools to ensure safe, on-time trips.

You will communicate in English, support Spanish- and English-speaking riders, and thrive in a fast-moving startup that values initiative, resilience, and collaboration from a remote setting.