Customer Support Representative II

Aurora•Coppell, TX

5d•$30 - $42•Hybrid

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 experienced 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 independently resolve a broad range of 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. You will handle routine contacts on your own, from start to finish, and take on new contact types as Aurora's operations expand. Some issues will not yet have a defined path to resolution. When that happens, you will gather the facts, bring a recommended next step to the right partner, and turn what you learn into documentation the whole team can use. As Aurora scales, well-understood contacts will move to automated handling, and the contacts that remain will grow more complex. A successful candidate brings genuine care for the person on the other end, solid support experience, and a passion for making the team's processes better.

Requirements

High school diploma or equivalent.
Two 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.
Hands-on experience 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.
A track record of working independently on routine work and needing direction only on new situations.
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.

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 writing knowledge base content or suggesting process improvements that were adopted.

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 from first contact through resolution, keeping customers informed and confident while their issue is worked.
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 routine issues independently across multiple contact types and channels, working from established procedures without needing step-by-step direction.
Handle issues that fall outside established guidance by gathering the facts, recommending a path forward, and working with partner teams to close the loop.
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.
Write and update knowledge base articles and procedures based on the contacts you handle.
Identify recurring pain points, operational blockers, and process gaps, and propose specific improvements to leadership.
Keep a current, working understanding of how Aurora systems and customer support tooling operate, and adapt quickly as they change.
Strengthen the team by sharing what you know, answering teammates' questions, and helping new team members get up to speed.