Client Complaint Support Associate

UZURV • Richmond, VA

41d • Remote

About The Position

At UZURV, we are steadfast in our mission to expand access to safe, reliable, and dignified transportation for communities of health across the nation. As a rapidly growing technology company, we partner with healthcare organizations, municipalities, and transit agencies to deliver life-changing mobility experiences for riders—and to empower the credentialed drivers who make that mission possible.
As a Client Complaint Support Associate, you will operate at the intersection of service excellence, client relations, and operational accountability. In this highly visible and fast-paced role, you’ll serve as a trusted representative of UZURV to our transit program partners—acting with professionalism, discretion, and urgency in every interaction. You will be responsible for investigating complex and often time-sensitive complaints, managing escalations with precision and empathy, and maintaining strong, positive relationships with both clients and internal stakeholders.
This position demands exceptional composure under pressure. You will navigate a high-stress environment where accuracy, judgment, and clear communication are paramount. Each case requires investigative depth and critical thinking, balanced by a genuine commitment to fairness and care. Whether speaking with program leadership or coordinating internally across Safety, Operations, and Client Success, you’ll represent UZURV with professionalism and integrity at all times.
The role offers significant visibility and collaboration across multiple levels of the organization, including Leadership, Client Success, and Executive teams. You’ll be counted on to provide thoughtful insights, elevate recurring themes, and contribute to process improvements that drive client satisfaction and operational excellence.
This is far more than a standard support position—it’s a mission-driven opportunity to directly influence trust, strengthen client partnerships, and uphold UZURV’s reputation for service excellence. As a Client Complaint Support Associate, your work will have a lasting impact on our clients, our drivers, and the communities we serve every day.

Requirements

• Flexibility to support evening, weekend, and holiday operations when business needs arise.
• Must be located within one hour of Richmond, VA to allow for occasional in-person collaboration, training, or team events.
• Willingness to participate in occasional in-office training sessions or meetings as required.
• Ability to work effectively in a remote environment, maintaining focus, confidentiality, and productivity within a private, distraction-free home office.
• Reliable high-speed internet connection (minimum 100 Mbps download / 50 Mbps upload) to support consistent communication and system performance.
• Minimum of three years of experience in customer support, hospitality, or a high-volume contact center environment, with a proven record of delivering exceptional service.
• Exceptional communication skills—written, verbal, and interpersonal—with an emphasis on clarity, professionalism, and a warm, compassionate tone.
• Proven history throughout your UZURV tenure of professional, courteous, and effective communication across multiple channels, including phone, chat, email, and SMS.
• Demonstrated empathy, patience, and emotional intelligence, maintaining composure and professionalism in complex or high-stress situations.
• Strong critical thinking and problem-solving abilities, applying sound judgment and data-driven reasoning to make consistent, fair, and compliant decisions.
• Collaborative and solution-focused mindset, with experience handling escalations, conducting investigations, and coordinating cross-departmental resolutions.
• Adaptable and process-minded, committed to following established procedures while identifying opportunities for continuous improvement.
• Highly organized and detail-oriented, capable of balancing multiple priorities, meeting deadlines, and maintaining thorough, accurate documentation.
• Proficiency with modern business tools and communication platforms, including Zendesk, Google Workspace, Slack, and NICE.
• Commitment to upholding UZURV’s mission of providing safe, reliable, and dignified transportation through every interaction and decision.

Responsibilities

• Serve as a trusted liaison and escalation point for complex client inquiries and complaints, managing each situation with professionalism, accuracy, and a strong sense of ownership.
• Manage high-impact complaint cases through Zendesk and internal systems, addressing a wide range of issues with efficiency, discretion, and a commitment to client satisfaction.
• Conduct thorough investigations into sensitive or complex matters, applying investigative rigor, sound judgment, and empathy to reach fair and well-documented resolutions that align with company policy and client expectations.
• Leverage critical thinking and compliance frameworks to assess complaint validity, identify root causes, and ensure that all outcomes are consistent, transparent, and defensible.
• Collaborate cross-functionally with Operations, Driver Success, Safety, Compliance, and Client Success teams to coordinate timely, comprehensive resolutions that reinforce UZURV’s standards of safety, accessibility, and reliability.
• Respond in real time to high-pressure situations with composure, professionalism, and a solution-oriented mindset; escalating urgent matters appropriately and partnering with leadership when critical intervention is required.
• Identify emerging patterns and recurring themes across client programs, providing actionable insights to leadership to inform process improvements, quality initiatives, and strategic decision-making.
• Maintain meticulous and accurate documentation of all case activity, ensuring data integrity, transparency, and full compliance with operational and client standards.
• Communicate with diplomacy, clarity, and empathy across all channels; representing UZURV’s values and professionalism in every interaction with clients, internal partners, and leadership stakeholders.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed