Customer Support Representative – Safety

About the role

We are seeking a customer‑centric, detail‑oriented Customer Support Representative – Safety to deliver high‑quality assistance via chat and email. You will address a range of customer inquiries, process refunds, and manage safety‑related incidents while ensuring compliance with company policies and regulatory standards.

Key responsibilities

• Provide timely, professional support through chat and email channels.
• Handle inquiries about rides, payments, account access, cancellations, and general service concerns.
• Process refunds accurately according to company guidelines.
• Document customer interactions, investigations, and resolutions in internal case management systems.
• Escalate complex operational or technical issues to appropriate internal teams.
• Investigate, document, and escalate safety‑related incidents following established procedures.
• Ensure compliance with company policies, operational procedures, and applicable regulations.
• Maintain data confidentiality and adhere to QA standards and SLAs.

Required profile

• Bachelor’s degree or equivalent work experience.
• 1–3 years of experience in Customer Support, Trust & Safety, or Technical Support.
• Excellent written communication with strong grammar and attention to detail.
• Proven ability to manage multiple cases simultaneously while maintaining accuracy.
• Strong analytical, problem‑solving, and decision‑making skills.

Required skills

• Proficiency with CRM and ticketing platforms (e.g., Zendesk, Salesforce, Freshdesk).
• Experience using Microsoft Office applications.
• Familiarity with case management and documentation tools.

What we offer

• Opportunity to work in a fast‑paced, safety‑focused environment.
• Clear performance metrics such as CSAT, QA score, and SLA compliance.