Customer Support Specialist

Job Summary:

We are looking for a customer-centric and detail-oriented Customer Support Representative to provide exceptional support through chat and email channels. The ideal candidate will handle customer inquiries, payment issues, account concerns, and safety-related incidents while ensuring compliance with company policies, regulatory standards, and quality guidelines. This role requires strong communication, problem-solving skills, and a commitment to delivering a safe and seamless customer experience.

Key Responsibilities

Customer Support

• Deliver high-quality customer support via chat and email in a professional, empathetic, and timely manner.
• Handle customer inquiries related to rides, payments, account access, cancellations, and general service concerns.
• Resolve complex customer and driver issues while maintaining high customer satisfaction.
• Process customer refunds accurately and in accordance with company policies.
• Maintain accurate documentation of customer interactions, investigations, and resolutions using internal case management systems.
• Escalate complex operational or technical issues to the appropriate internal teams for resolution.
• Collaborate with cross-functional teams to ensure timely and effective issue resolution.

Safety & Compliance

• Handle safety-related incidents by documenting, investigating, and escalating cases according to company protocols.
• Ensure compliance with company policies, operational procedures, and applicable regulatory requirements.
• Identify potential safety risks and escalate critical incidents to the Safety Operations team.
• Follow established compliance guidelines while handling customer information and maintaining data confidentiality.
• Accurately record all case details to support audits, compliance reviews, and legal requirements.
• Support fraud prevention by identifying suspicious activities, account misuse, or policy violations and escalating them appropriately.
• Adhere to Quality Assurance (QA) standards and Service Level Agreements (SLAs) while maintaining accuracy and consistency.
• Promote a culture of customer safety, operational excellence, and policy compliance.

Required Qualifications

• Bachelor's degree or equivalent work experience.
• 1–3 years of experience in Customer Support, Customer Service, Trust & Safety, or Technical Support.
• Excellent written communication skills with strong grammar and attention to detail.
• Experience providing chat and email support in a fast-paced environment.
• Strong analytical, problem-solving, and decision-making abilities.
• Ability to manage multiple customer cases simultaneously while maintaining accuracy.
• Proficiency in CRM platforms, ticketing systems, and Microsoft Office applications.
• Ability to work independently and collaboratively in a team environment.

Preferred Qualifications

• Experience supporting ride-sharing, mobility, e-commerce, fintech, or BPO operations.
• Experience handling safety incidents, compliance reviews, fraud prevention, or risk management cases.
• Familiarity with customer support platforms such as Zendesk, Salesforce, Freshdesk, or similar CRM systems.
• Knowledge of customer privacy regulations and data protection best practices.

Key Skills

• Customer Service Excellence
• Chat & Email Support
• Safety Incident Management
• Compliance & Policy Adherence
• Trust & Safety Operations
• Case Management
• Refund Processing
• Payment & Account Support
• Risk Assessment
• Fraud Detection & Prevention
• Problem Solving
• Written Communication
• CRM & Ticketing Systems
• Documentation & Reporting
• Team Collaboration

Key Performance Indicators (KPIs)

• Customer Satisfaction (CSAT)
• Quality Assurance (QA) Score
• First Contact Resolution (FCR)
• Average Resolution Time (ART)
• SLA Compliance
• Case Documentation Accuracy
• Safety Incident Handling Accuracy
• Compliance & Policy Adherence
• Escalation Quality
• Productivity Targets