Rider Experience Coordinator — Transportation Programs

TransWest Mobility; Redmond (WA); On-site; USD 41,000 - 48,000; Full time

Benefits offered by this job

Medical, Dental, Vision & Life

401(k) Retirement Plan with Company | 

PTO accrual

One paid personal day annually

Company holidays

Job summary

TransWest Mobility is seeking a Client Experience Coordinator to support the Microsoft transportation program by managing rider feedback, coordinating clear communications, and partnering with internal teams and the client to resolve issues and improve the overall rider experience.

This role requires strong customer service, attention to detail, and the ability to turn feedback and program updates into timely, professional communication for riders, drivers, and client stakeholders in WA and CA.

Qualifications

• 2+ years of digital customer service experience.
• Proficient experience with ServiceNow or similar ticketing systems.
• Demonstrated experience using Microsoft Outlook to manage professional email communication.
• Excellent written and verbal communication.
• Experience in the transportation industry preferred.
• Enjoy working with people and excel at customer service.
• Able to communicate proficiently in English.

Responsibilities

• Support clients with locations in WA and CA by responding to rider feedback across multiple platforms within 48 hours, providing information and resolution details.
• Investigate rider feedback using cross-functional partnerships, data, and technology to identify root causes and support resolution.
• Partner with the client to develop and coordinate rider communications and signage.
• Support development of client presentations, business reviews, and proposals.
• Develop and coordinate driver communications on program updates and topics.
• Track feedback trends and offer recommendations for program improvement for both programs.
• Perform other duties as assigned.

Skills

Customer service

ServiceNow

Outlook

Written communication

Verbal communication

Transportation experience

English proficiency

Tools

ServiceNow

Microsoft Outlook

Job description

TransWest Mobility is seeking a Client Experience Coordinator to support the Microsoft transportation program by managing rider feedback, coordinating clear communications, and partnering with internal teams and the client to resolve issues and improve the overall rider experience.

This role requires strong customer service, attention to detail, and the ability to turn feedback and program updates into timely, professional communication for riders, drivers, and client stakeholders in WA and CA.