Customer Success Specialist

Why this role is written up before it exists

A Robotaxi network has two kinds of customer: the rider who taps for help from inside a vehicle with no driver, and the partner, a venue, a property owner, or a network operator, whose pickup point or hub we run. Their trust is won or lost one interaction at a time, and most of those interactions land on one desk. We have written this role up now, before there is a hub to staff, so the people who would be good at it can find us early, and so the standard we intend to hold it to is public before the first posting.

This page describes a role we expect to create. It is not an open position and not an offer of employment.

What this role would be

As a Customer Success Specialist you would be the first-line advocate for riders and partners at a hub. You would own the inbound queue end to end: answer, troubleshoot, resolve what the standard work covers, escalate what it does not, and keep the customer informed until the matter is closed. Beyond the queue, you would build the knowledge base and the account notes that make everyone at the hub faster, and you would bring what you see in the cases to the people who can change the standard. It is a front-row seat to how vehicles, charging, software, and people come together on a hub floor.

What you would do

• Monitor and respond to inbound rider and partner requests through a ticketing workflow (HubSpot or equivalent) across the hours the fleet runs.
• Troubleshoot the common questions using the hub's written standard work: app and account issues, pickup-point questions, vehicle behavior a rider reports, charging or staging status a partner asks about.
• Resolve routine issues within the service-level targets the hub publishes, and escalate complex or novel ones to the shift lead, the technicians, or the site manager while keeping ownership of the customer and the communication.
• Run the pull-over and stranded-rider steps exactly as written, every time, and get the rider on their way, including coordinating a replacement vehicle when one is pulled from service.
• Open the service workflow with the technicians for any vehicle a rider or partner reports, and log the root-cause review trigger when a complaint repeats on the same vehicle or route.
• Document recurring issues, their fixes, and best practices in the knowledge base, which is the standard work for support and the training material for the next hire.
• Spot patterns across cases and bring them to the weekly improvement review, with a number where one exists.
• Capture rider and partner feedback and route it to the people who act on it. Rider feedback is a measurement here, and it enters the same analysis as everything else.
• Keep clear account notes and summaries for partner accounts so event and partner operations walk into every conversation informed.

Who you would be

• You bring one to two years in customer support, customer success, dispatch, hospitality, a contact center, or operations, and you want to build technical depth in autonomous vehicles and charging.
• You are calm and clear under pressure, and you explain technical things in words a rider can use from the back seat of a moving vehicle.
• You own a queue end to end and you escalate the right things at the right time, without letting go of the customer while someone else works the problem.
• You reduce repeat contacts by writing down what you learn, and you would rather fix the cause than answer the same question twice.
• You are organized and detail-oriented, comfortable working from a written standard, and comfortable being measured against it.
• You serve riders who use mobility devices or travel with service animals as a matter of course, and you train for it.
• The fleet runs when riders ride. Nights, weekends, and holidays on a fair rotation are part of this role from day one, and we say so here rather than in the interview.

How the work would be measured

Every role at a hub produces numbers, and this one produces the numbers riders and partners feel first: satisfaction per interaction, first-response and resolution time against the published service level, repeat-contact rate on the same vehicle or route, and time to first ride for a new partner pickup point. None of these numbers exist yet, because there are no rides yet. The targets belong on the posting, not on this page, and we intend to publish them with it.

What the posting would add that this page cannot

• A pay range. We intend to list one on every open role.
• The hub, the metro, the shift pattern, and the start date.
• Motor-vehicle-record, background, and drug-testing requirements consistent with our insurers and with North Carolina law, stated in the posting.
• Benefits, and the training and certifications we would fund for the role.

Not open yet

There is no hub, no fleet, and no start date. Joining the talent network under Rider support is how to be on the list when there is, and it creates no obligation on either side. Join the talent network under Rider support.