We are looking for a Support Operations Associate whose primary focus is to ensure that clients, riders, and transportation partners receive timely and knowledgeable support to their concerns when they contact Roundtrip.
Description
We are looking for a Support Operations Associate whose primary focus is to ensure that clients, riders, and transportation partners receive timely and knowledgeable support to their concerns when they contact Roundtrip.
As a Support Operations Associate you will be responsible for:
- Responding to questions majority of which will be via email from Roundtrip users and partners
- Serving as an escalation contact for our frontline support staff when questions arise on process and procedures
- Report out and identify opportunities within assigned support tasks
The Ideal candidate will understand and have experience working in a high-volume contact center or understand the problems that customers encounter when using a SAAS platform. They will be comfortable managing issue resolution across multiple different user types and interacting across internal teams to get information that is needed to solve an issue.
To be successful in this role, you need to be comfortable handling periods of high-volume requests and ambiguity in a professional and calming manner, maintaining a positive relationship with our customers.
This position reports to our Support Execution Lead and is 100% remote and core will primarily be based on EST, with some flexibility to work with clients within PST time zone, as needed. Some travel will be required up to about 10% to company-wide meetings. Please note the compensation range for this role is $50K-60K and is based on one’s experience and level of work independence.
What You’ll Do:
- Respond to customers by promptly addressing their inbound email inquiries
- Manage Investigations and grievances from riders, clients or transportation partners to ensure compliance with customer guidelines
- Serve as an escalation contact for our frontline support staff when questions arise on process and procedures
- Identify and monitor processes for insurance payers to receive transportation prior authorization
- Capture daily payment information for transportation self-funded by riders
- Provide support to Roundtrip quality audit program by auditing Service Center calls and processes for areas of improvement
What You'll Have:
- Skilled at keeping multiple priorities moving towards resolution at the same time
- Ability to summarize complex processes and investigations to our end users
- Experience using Microsoft Excel
- Comfortability following up with cross functional teams for updates on pending tasks
What we value:
At Roundtrip we are not only focused on our mission but also hold ourselves to high standards when it comes to our team.
To us being a part of the Roundtrip team doesn’t just mean showing up to work and believing in the work we do. It means you embody these core values as a part of what you bring to Roundtrip every day.
- Stay Resilient
- Take Ownership
- Be Proactive
- Keep it Simple
- Listen First
Diversity & Inclusion is more than initiative at Roundtrip. Our team is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other protected class. To learn more about our efforts and team visit our website and review our annual DEI report.
What We Offer:
- Health Benefits for you (we cover 100% of your premium) and for your family (at an additional cost)
- Dental and Vision Benefits for you and your family
- 401K with matching program and automatic vest – that means all contributions from Roundtrip put into your account are yours immediately
- Company stock options plan
- Remote workplace
- Monthly stipend to spend how you like
- An inclusive, collaborative, flexible, and fun work environment- which includes both virtual and in-person events
- Unlimited PTO that includes both vacation and sick time, and as well as company paid holidays.
- To ensure our employees take time for themselves we require all team members to take a minimum of 10 days per calendar year
- Feel Good Fridays: We close our ‘offices’ every Friday afternoon so you can start the weekend early
- Lifestyle Benefits-You select how you want to spend your credits via an online marketplace with hundreds of well-being and lifestyle services to pick from. benefits you select twice a year! Uber, DoorDash, Airbnb, ClassPass, Coffee Subscriptions (just a few examples!)
#LI-Remote
Please note we do not use external recruitment agencies
Salary
$50,000 - $60,000 per year
