Support Specialist

Job Summary

Serving as the voice and heart of the rider experience, the full-time Support Specialist will manage rider interactions, handle ride bookings, and coordinate trip details while working remotely on a PST schedule.

Key responsibilities

• Act as the first point of contact for riders, caregivers, and drivers through phone, chat, and email
• Coordinate trip details and ensure on-time service while addressing support requests and common rider needs
• Maintain support tickets in Zendesk, flag recurring issues, and assist with refunds or credits as necessary

Required qualifications

• 1-2 years of experience in customer service or a similar role
• Fluency in English; bilingualism is preferred but not required
• Strong organizational skills and ability to manage multiple systems simultaneously
• Self-starter who thrives in a remote environment and is adaptable to change
• A genuine interest in Onward's mission and commitment to providing compassionate support