Customer Support Representative I

Aurora•Coppell, TX

6d•$28 - $36•Onsite

About The Position

Aurora is building the customer support organization that stands behind the Aurora Driver as we scale commercial driverless trucking. We are looking for Customer Support Representatives to be the first point of contact for the people who interact with Aurora technology: fleet and carrier customers, law enforcement and first responders, members of the public, and partners such as truck stops and service technicians. In this role you will resolve inbound support requests quickly and with care. You will work across phone, chat, and email as part of a 24/7 team that keeps Aurora responsive at commercial scale. This is a high-trust, safety-critical role where clear judgment in the first sixty seconds of a contact matters. Aurora Customer & Community Support is a new and evolving team. In the near term, the team handles most contacts hands-on, and some issues may not have a defined path to resolution. You will be working out the right answer in real time and capturing what you learn as you go. What you solve and document becomes the foundation for how the function runs. As Aurora scales, well-understood contacts will move to automated handling, and the role grows more demanding, and more impactful, over time. A successful candidate brings genuine care for the person on the other end and a passion for solving increasingly complex customer problems.

Requirements

One or more years in a customer support, contact center, or operations role in a high-volume, customer-centric environment.
Readiness to work a 24/7 shift schedule that includes nights, weekends, holidays, and rotating shifts, with occasional overtime during peak demand.
Comfort working in CRM and ticketing tools (such as Salesforce) and in Google Workspace.
Excellent written and verbal communication in English.
Genuine customer obsession: you take ownership of the outcome and stay with a problem until it is resolved.
The instinct to understand why a process exists, so that you can apply it well and recognize when a situation needs a different approach.
Strong prioritization and triage judgment, and comfort making sound decisions quickly with incomplete information.
A consistent focus on safety and a sense of personal responsibility for doing the right thing.
Aptitude for technology: you pick up new systems and technical tools quickly and enjoy understanding how things work.
Ability to stay calm, clear, and steady under pressure.
Keen attention to detail and disciplined documentation habits.
A willingness to learn every day in a fast-changing environment.

Nice To Haves

Bachelor's degree or equivalent.
Conversational Spanish or another second language, given the range of people who contact Aurora on the road.
Background in technical support and/or safety-critical support. Transportation, freight, or automotive experience is a plus.
A track record of meeting and exceeding customer support metric targets.
Experience handling phone, chat, and email concurrently in a live queue.
Experience building knowledge base content or improving support processes.

Responsibilities

Serve as the first point of contact across phone, chat, and email for Aurora's customers, road users, public safety officials, and partners, representing Aurora with professionalism and care in every interaction.
Own the customer experience, keeping them informed and confident while their issue is worked, and measuring your success by whether the issue is fully addressed.
Assess the urgency of each contact at the moment it arrives, so that safety-critical and operations-blocking contacts reach the right level of help fastest.
Resolve issues end to end: work from established guidance where it exists, understand the reasoning behind it well enough to know when a situation calls for something different, and collaborate with other teams when the path forward is not obvious.
Work out the right answer for problems that do not yet have a defined resolution, reasoning from how Aurora's systems and operations actually work, and capture what you learn so the next person can move faster.
Document every contact accurately and completely in the CRM system (Salesforce), so that case history stays clean and reportable.
Meet and sustain targets for response and resolution speed, first-contact resolution, resolution quality, and customer satisfaction.
Keep a current, working understanding of how Aurora systems and customer support tooling operate, adapting quickly to technological and operational changes.
Surface recurring pain points, operational blockers, and process gaps to the leadership.
Contribute to a collaborative team environment and strengthen the team by sharing what you know, improving how the team works, and helping teammates succeed.