Support Specialist

Job description

Reports To : Senior Manager of Support & Dispatch Operations Location : Remote (Anywhere USA) - Must be able to work PST schedule. Pay Range: $17.00-$20.00/hr Expected hours: 40.0 per week/some weekends/4-10 hour shifts Overview As a Support Specialist, you’ll be the voice and heart of our rider experience, ensuring that every trip is safe, smooth, and supportive. This role is perfect for someone who thrives on helping others, loves problem-solving, and is energized by working in a fast-moving startup environment. What You’ll Do: Be the first point of contact for riders, caregivers, and drivers via phone, chat, and email Support riders who's primary language is Spanish or English Handle ride bookings, support requests, and AI-overflow calls with empathy and efficiency Step in when automation needs a human touch - partnering seamlessly with AI support agents Coordinate trip details with drivers and partners to ensure on-time, accurate service Support riders with common needs: lost items, updated instructions, ETAs, cancellations, or delays Keep support tickets up to date in Zendesk with clear, thoughtful communication Flag recurring issues and edge cases, helping improve workflows and automation Review and process refunds or credits, escalating when necessary What You Bring: 1–2 years of experience in customer service or a similar role Fluent in English (Bilingual preferred but not required) Calm, clear, and confident communicator, especially over the phone Comfortable using multiple systems at once (Zendesk, Sheets, dashboards, etc.) Strong organizational skills; detail-oriented even in high-pressure moments Self-starter who thrives in a remote environment—resourceful, proactive, and able to learn quickly without constant oversight Eager to grow - curious, adaptable, and motivated to expand skills as Onward evolves Team player who collaborates easily but can also operate independently Positive, compassionate, and professional approach to every interaction Flexibility to work weekends and holidays as part of a full-time schedule A genuine interest in Onward’s mission believing that safe, supportive rides can transform healthcare access Bonus Points: Experience with healthcare, medical terminology, or transportation support Why Join Onward? Be part of a mission-driven company making healthcare transportation more humane and accessible Work alongside a supportive, collaborative team that values curiosity and problem-solving Opportunities to shape new processes and contribute to Onward’s growth Remote-first culture with a strong focus on connection and belonging Job Type: Full-time Pay: $17.00 - $20.00 per hour Expected hours: 40.0 per week/some weekends/4-10 hour shifts Benefits: 401(k) Dental insurance Health insurance Vision insurance 12 Company Holidays About Onward At Onward, we're nurturing wellbeing - one ride, one visit, one moment of connection at a time. Our door-through-door Companion rideshare services and transportation management platform help individuals with mobility and cognitive challenges access healthcare, community resources, and daily essentials. We work with healthcare systems, PACE programs, public transportation agencies, and health plans to improve care access, reduce missed appointments, and relieve the burden of caregiving. If you thrive in fast-moving environments, love wearing multiple hats, want to help shape a category-defining business and lead a high-performing team, we want to talk.