Customer Support Specialist

About the role

We are seeking a customer‑centric and detail‑oriented Customer Support Specialist to deliver high‑quality assistance via chat and email. You will handle a wide range of inquiries, from rides and payments to safety incidents, while ensuring compliance with company policies and regulatory standards.

Key responsibilities

• Provide professional, empathetic, and timely support through chat and email channels.
• Address customer questions about rides, payments, account access, cancellations, and general service concerns.
• Resolve complex customer and driver issues, process refunds, and maintain accurate case documentation.
• Escalate operational or technical problems to internal teams and collaborate cross‑functionally for swift resolution.
• Handle safety‑related incidents, conduct investigations, and follow compliance protocols.
• Support fraud prevention by identifying suspicious activity and escalating policy violations.
• Adhere to Quality Assurance standards, Service Level Agreements, and data confidentiality requirements.

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.
• Ability to manage multiple cases simultaneously while maintaining accuracy.
• Independent and collaborative work style.

Required skills

• Proficiency with CRM platforms and ticketing systems.
• Experience using case management tools.
• Strong command of Microsoft Office applications.