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Customer Support Lead

Company Overview

At VeoRide, we're bringing the next generation of mobility sharing to cities and universities globally through our dockless pedal bike, e-bike and e-scooter systems.  We also offer fat-tire bikes, cargo bikes and ADA-compliant bikes – making us the only shared mobility provider with this breadth of options. We design and engineer our own vehicles, hardware and software systems to provide a greener, healthier mode of transportation to make the communities we serve more sustainable and livable. Our mission is to offer the best combination of multi-modal sharing technology and seamless customer service, so users can unlock joy in their day. We are looking for exceptionally talented individuals who are ready to take on exciting challenges and own solutions. We are headquartered in Chicago, IL, but we are hiring across the U.S. Join us!

Job Summary

Are you process and detail oriented? Do you enjoy solving complex customer focused issues? Are you excited about solving some of the most challenging technology problems facing the transportation and mobility industry? If so, you might be VeoRide’s next Customer Support Lead.

As VeoRide’s Customer Support Lead, you will have the opportunity to help shape the customer service function of our innovative dockless bike and e-scooter program throughout the United States and internationally. You will have a vital role in all aspects of the program’s success—that includes establishing key customer reporting metrics, creating and implementing customer service processes and communications guidelines and ensuring efficient daily 24-7 customer service frameworks for all of our markets. Above all, it is your responsibility to retain riders by curating quality customer interactions ensuring that our users have exceptional riding experiences.  Your success will be measured by your ability to (in all of our markets): respond to telephone and email inquiries from our customers, analyze data to enhance customer experience, maintain high serviceability levels and create initiatives that continually delight our riders.

An ideal candidate for this role will have a passion for engaging with customers, problem-solving, process creation and improvement, data driven decision-making and operational efficiency.

Responsibilities and Duties

  • Driving operational efficiency by streamlining customer service processes and eliminating redundancies
  • Overseeing operational metrics and striving to hit key performance indicators for all customer service related functions
  • Generating customer communication dialogues to better resolve rider inquiries
  • Scheduling and guiding Customer Support Representatives

Qualifications and Skills

  • 1-3 years customer service experience in a fast-paced and operations focused environment (startup, technology, or early stage experience preferred)
  • BA/BS preferred
  • Ability to work occasional weekends from home
  • An “ownership mindset” with an entrepreneurial flair who lives and breathes customer service, operations, efficiency and continuous improvement
  • Passion for engaging with customers
  • Logical thinking and effective communication
  • Cooperative and collaborative working style
  • Committed to making the world a better place to live and ride

Benefits and Perks

  • Competitive salary and benefits
  • Opportunity to work in a fast-paced, hyper-growth technology company
  • VeoRide credits
  • A commitment to professional development and mentorship
  • Flexible work schedule with 60-75% of time at Fulton Market/West Loop office
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