Remote Support Specialist, Rider Experience (Bilingual)

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

Benefits offered by this job

Remote-first culture

Strong team connection

Job summary

Onward is a remote-first organization focusing on wellbeing through rideshare and transportation management. As a Support Specialist, you will be the voice of our rider experience, ensuring every trip is safe, smooth, and supportive.

You’ll handle bookings, requests, and AI-assisted escalations, collaborating with drivers and partners to maintain on-time service. The role suits someone with 1–2 years in customer service, fluent English, and an empathetic communication style.

Qualifications

• 1–2 years of experience in customer service or a similar role.
• Fluent in English; bilingual Spanish or English preferred.
• Calm, clear communicator, especially over the phone.
• Experience with Zendesk and other systems.

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

English language proficiency

Spanish language proficiency

Zendesk experience

Remote work

Tools

Zendesk

Sheets

Dashboards

Job description

Onward is a remote-first organization focusing on wellbeing through rideshare and transportation management. As a Support Specialist, you will be the voice of our rider experience, ensuring every trip is safe, smooth, and supportive.

You’ll handle bookings, requests, and AI-assisted escalations, collaborating with drivers and partners to maintain on-time service. The role suits someone with 1–2 years in customer service, fluent English, and an empathetic communication style.