Customer Care Associate

UZURV•Richmond, VA

25d•$21•Remote

About The Position

At UZURV, we are steadfast in our commitment to expanding 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 other agencies to provide life-changing mobility experiences for riders who depend on consistent, compassionate service. As a Customer Care Associate, you will serve as the first point of contact for our riders and program partners, acting as both a problem-solver and advocate. Through inbound calls and case handling, you’ll take a proactive and investigative approach—listening carefully, identifying root causes, and ensuring that every concern is resolved efficiently and with empathy. Exceptional communication is essential in this role. You’ll engage daily with a diverse range of stakeholders, including riders, drivers, and clients—requiring professionalism, clarity, and collaboration in every interaction. This is more than a support position—it’s an opportunity to make a tangible impact in people’s lives and contribute directly to UZURV’s mission of connecting individuals to care, independence, and opportunity through reliable transportation.

Requirements

Minimum of 3 years of experience in customer support, hospitality, or a high-volume contact center environment, with a proven record of delivering exceptional service.
Demonstrated empathy and emotional intelligence, with the ability to remain composed, compassionate, and professional in complex or high-stress situations.
Exceptional communication skills (written, verbal, and interpersonal) with an emphasis on clarity, active listening, and a warm, professional tone.
Solutions-focused and process-minded, with the judgment to follow established procedures while seeking opportunities to enhance the customer experience.
Proficiency with modern workplace tools, including Slack, Zendesk, and Google Workspace, and an aptitude for learning new systems in a fast-evolving environment.
Ability to work effectively in a remote setting, 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.
Successful completion of a background check is a prerequisite for employment.
Must be located within 1 hour of Richmond, VA to allow for occasional in-person collaboration, training, or team events.
Flexibility to support evening, weekend, and holiday operations when business needs arise

Responsibilities

Act as a trusted escalation point for complex customer concerns originating from our call center, ensuring each situation is managed with care and accountability.
Deliver timely, professional support across multiple communication channels, including chat, email, Slack, and phone—while representing the UZURV brand with empathy and precision.
Maintain thorough and accurate documentation of all customer interactions and case details within internal systems to support transparency, consistency, and compliance.
Investigate and resolve intricate customer issues by combining analytical thinking with empathy, ensuring riders and partners feel heard and supported.
Collaborate cross-functionally with internal teams to coordinate prompt, effective solutions that reinforce our commitment to safety, accessibility, and reliability.
Use internal tools to assist riders with trip-related questions and requests for additional information.
Leverage internal systems and tools to assist riders with trip inquiries, schedule updates, and requests for additional information, always striving for clarity and confidence in every exchange.
Assess and respond to issues in real time, maintaining composure and a solution-oriented mindset in high-pressure or time-sensitive situations.
Demonstrate adaptability and sound judgment in rapidly evolving circumstances, including managing and escalating urgent or emergency situations when required.
Communicate with professionalism and purpose across all platforms, fostering trust and collaboration among riders, drivers, and partners alike.