Customer Service Supervisor, Facedrive Rideshare

About the Role

As the Supervisor of the Customer Service Representative (CSR) team at Facedrive Rideshare, you will be leading a motivated team of individuals who pride themselves in providing exceptional service standards to riders, driver partners, and other stakeholders at Facedrive Rideshare. The ability to work in a fast-paced environment, think critically, problem-solve, prioritize tasks, build and coach teams and set and meet targets will be paramount to success in this role.

Responsibilities

• Be responsible for the rider satisfaction and driver support by responding to inquiries and resolving issues or complaints across all service regions
• Hire, train and inspire customer service representatives in company’s policies, procedures, best practices to help the business grow
• Develop and oversee schedules and assigned work for customer service representatives
• Monitors or reviews calls or other correspondence between representatives and customers
• Collects data and prepares reports on customer complaints and inquiries
• Use data-driven decision making and sound business judgment to optimize operational efficiency to best support riders, driver partners and other stakeholders
• Support outreach initiatives of different programs and services provided by Facedrive Rideshare
• Financial Documentation – oversee and provide financial documentation on coupon use, partnership reports, and other as requested
• Performs other related duties as assigned

Qualifications

• 5+ years of experience in customer service, tech support, or related experience
• Proficient in Microsoft Office Suite or related software
• Proficient knowledge of Intercom or other messaging platforms, RingCentral or other cloud-based communications software is a must
• Proficient knowledge of Stripe is a strong asset
• Prior experience in the transportation, logistics or gig economy sector is an asset
• High-growth or early-stage start-up experience is a must
• Demonstrated experience driving business outcomes, strong de-escalation and negotiation skills
• Leadership experience, preferably having managed a high functioning team
• Excellent communication and interpersonal skills

Why You’ll Love Working at Facedrive

Facedrive is a multi-faceted “people-and-planet first” platform offering socially-responsible services to local communities with a strong commitment to doing business fairly, equitably and sustainably. Facedrive rideshare was the first to offer green transportation solutions in the TaaS space, planting thousands of trees and giving users a choice between EVs, hybrids and conventional vehicles. Facedrive Marketplace offers curated merchandise created from sustainably sourced materials. Facedrive Foods offers contactless deliveries of healthy foods right to consumers’ doorsteps. Facedrive Health develops innovative technological solutions to the most acute health challenges of the day. Facedrive is changing the ridesharing, food delivery, e-commerce and health tech narratives for the better, for everyone.

 For more information, visit www.facedrive.com.

Our Commitment to Diversity and Inclusion

We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of the best and brightest from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

• Management