Support Specialist

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

At Onward, we're nurturing wellbeing - one ride, one visit, one moment of connection at a time. Our door-through-door Companion rideshare services and transportation management platform help individuals with mobility and cognitive challenges access healthcare, community resources, and daily essentials. We work with healthcare systems, PACE programs, public transportation agencies, and health plans to improve care access, reduce missed appointments, and relieve the burden of caregiving.

If you thrive in fast-moving environments, love wearing multiple hats, want to help shape a category-defining business and lead a high-performing team, we want to talk.

Reports To : Senior Manager of Support & Dispatch Operations

Location : Remote (Anywhere USA) - Must be able to work PST schedule.

Pay Range: $17.00-$20.00/hr

Overview

As a Support Specialist, you’ll be the voice and heart of our rider experience, ensuring that every trip is safe, smooth, and supportive. This role is perfect for someone who thrives on helping others, loves problem-solving, and is energized by working in a fast-moving startup environment.

What You’ll Do:

• Be the first point of contact for riders, caregivers, and drivers via phone, chat, and email
• Support riders who's 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 seamlessly with AI support agents
• Coordinate trip details with drivers and partners to ensure on-time, accurate service
• Support riders with common needs: 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

What You Bring:

• 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, etc.)
• Strong organizational skills; detail-oriented even in high-pressure moments
• Self-starter who thrives in a remote environment - resourceful, proactive, and able to learn quickly without constant oversight
• Eager to grow - curious, adaptable, and motivated to expand skills as Onward evolves
• Team player who collaborates easily but can also operate independently
• Positive, compassionate, and professional approach to every interaction
• Flexibility to work weekends and holidays as part of a full-time schedule
• A genuine interest in Onward’s mission believing that safe, supportive rides can transform healthcare access
• Bonus Points: Experience with healthcare, medical terminology, or transportation support

Why Join Onward?

• Be part of a mission-driven company making healthcare transportation more humane and accessible
• Work alongside a supportive, collaborative team that values curiosity and problem-solving
• Opportunities to shape new processes and contribute to Onward’s growth
• Remote-first culture with a strong focus on connection and belonging

Job Type: Full-time

Pay: $17.00 - $20.00 per hour