Employee Experience Associate

Atoms•Dallas, TX

1d•$50,000 - $70,000•Onsite

About The Position

The Employee Experience Associate is a member of Atoms’ Employee Experience team, providing high-quality support to W-2 employee drivers. The role assists off-the-road drivers with general support, policy clarification, and scheduling questions through phone, chat, and ticketing, with an emphasis on clear, consistent, empathetic service. It may also support riders during peak periods or team absences by managing support channels, monitoring trips, and communicating proactively about service delays or account issues. The position works Tuesday through Saturday, with some evening hours required. It is based onsite in Atoms’ Dallas office, where office-based teams work five days a week. The stated base salary range is $50,000–$70,000 per year; eligible employees may also receive equity awards.

Requirements

At least 1 year of experience in a high-touch customer and/or internal support role.
High school diploma or equivalent.
Strong interpersonal skills and a desire to help others.
Excellent written and verbal communication skills, including the ability to explain complex policies clearly and communicate with empathy and confidence.
Exceptional attention to detail and the ability to interpret, apply, and uphold company policies consistently and accurately.
Discretion and integrity in handling sensitive information, including PII and disciplinary records, in compliance with privacy and security protocols.
Comfort using multiple software systems simultaneously, such as CRM, scheduling, and timekeeping systems.
Ability to manage high-volume support queues while consistently meeting team goals and SLAs.
Ability to work atypical hours as needed, including evenings and/or Saturdays.

Nice To Haves

Associate’s degree.
Direct experience with CRM systems such as Zendesk, HubSpot, or UJET.
Experience supporting internal employees or drivers on operational, scheduling, or timekeeping topics.

Responsibilities

Provide off-the-road employee support by phone, chat, and Zendesk ticketing on scheduling, attendance, and policy questions, and redirect HR or Payroll matters appropriately.
Manage Zendesk queues, meet response-time and SLA expectations, and provide accurate, thorough resolutions to employee and customer inquiries.
Review and document employee appeals related to safety scores or policy violations, escalating findings when appropriate.
Handle employee information, disciplinary documentation, and PII discreetly and in accordance with data privacy and security standards.
Document and categorize customer-reported driver complaints for Market Operations follow-up.
When needed, handle inbound customer calls and texts through HubSpot and UJET to resolve trip-related or account concerns.
Participate in required team meetings and share trends, process improvements, and updates on driver and customer sentiment.