Position overview
Rider Support Specialists are the voice of GlideWay for riders. You will resolve trip and account questions, follow authorized procedures for fare and payment questions, and make sure every safety concern reaches the right team.
Support roles act within documented procedures and assigned permissions. HR, legal, compliance, and financial decisions beyond those procedures are escalated to the authorized teams.
What you will do
- Assist riders through support channels.
- Resolve trip-related questions and issues.
- Provide account assistance.
- Run lost-item workflows between riders and drivers.
- Answer fare and payment questions within authorized procedures.
- Explain cancellation policies and outcomes.
- Assist with scheduled and airport rides.
- Document complaints accurately.
- Escalate safety concerns immediately.
- Follow up with riders to confirm issues are resolved.
Required qualifications
- Clear, professional written and verbal communication.
- Patience and empathy when helping people with problems.
- Sound judgment and the ability to follow established procedures and escalation paths.
- Comfort learning and using web-based operational tools.
Preferred qualifications
- Customer support experience, especially in transportation, travel, or marketplaces.
- Experience with ticketing or support platforms.
- Bilingual communication skills.
Skills & technologies
- Customer support
- Account assistance
- Payment questions
- Lost items
- Safety escalation
- Documentation
What success looks like
- Riders get accurate answers quickly.
- Safety concerns are escalated without delay.
- Cases are documented well enough for anyone to pick up.
Equal opportunity
GlideWay is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by applicable law.