Client Overview
Join a revolutionary car-sharing platform that’s transforming how people access vehicles, operating similarly to how Airbnb revolutionized travel accommodation. This innovative company manages a growing fleet of 130+ vehicles, connecting car owners with renters through cutting-edge technology and seamless user experiences. You’ll be part of a dynamic team supporting a platform that’s making transportation more accessible, sustainable, and convenient for communities across the country. This is an exciting opportunity to work in the rapidly expanding sharing economy sector where your contributions directly impact customer satisfaction and business growth.

Job Description
As a Customer Support Agent, you’ll serve as the vital communication bridge between our platform and customers throughout their entire rental journey. You’ll handle customer inquiries via chat, email, and other messaging platforms, manage critical operational processes like access code distribution, and ensure seamless experiences from booking to vehicle return. This role combines technology-driven efficiency with personalized customer care, offering the opportunity to solve diverse challenges while working with innovative mobile applications and automated systems. You’ll be empowered to make immediate decisions that enhance customer satisfaction while contributing to the growth of a game-changing transportation platform.

Responsibilities

• Provide comprehensive customer support via messaging platforms and email throughout the entire rental process (pre-trip, during trip, and post-trip)

• Manage time-sensitive access code distribution to customers at their scheduled pickup times

• Oversee vehicle check-in processes by verifying photo uploads and customer ID verification requirements

• Handle diverse customer inquiries including fuel type guidance, trip extensions, return procedures, emergency assistance (flat tires), early pickup requests, and location/navigation support

• Develop and utilize standardized response templates for frequently asked questions to ensure consistent, efficient service

• Coordinate with field teams to ensure smooth operational workflows and customer experiences

• Work with mobile applications and computer systems to track customer interactions and manage rental processes

• Provide proactive communication to prevent issues and enhance customer satisfaction

Requirements

• Minimum 3 years of customer service experience with demonstrated success in fast-paced environments

• Excellent written English proficiency for chat and email-based support

• Availability to work US business hours (8 AM to 8 PM Eastern Time) with flexibility for operational needs

• Proficiency with mobile applications, computer systems, and multi-channel communication platforms

• Strong problem-solving abilities with capacity to handle multiple customer inquiries simultaneously

• Experience with time-sensitive tasks and ability to prioritize urgent customer needs

• Comfortable working in a technology-driven environment with evolving processes and systems

Independent Contractor Perks

Health Insurance coverage for eligible locations
Permanent work from home
Immediate hiring
Steady freelance job