Operations Support Specialist
About The Position
At SendaRide, our mission is simple but powerful: Empower individuals so they can transform their lives, their families, and their communities by providing exceptional transportation services for those who need it most. We service communities where dependable transportation can be life changing, and we take pride in raising the bar in an industry often defined by inconsistency and poor service. Every ride matters. Every interaction counts. Operational excellence drives our success. As an Operations Support Specialist, you will play a critical role in maintaining seamless trip execution, billing accuracy, and client satisfaction. You will be the primary point of contact for our broker clients, ensuring that every trip meets expectations while supporting internal teams and independent Guides. This role is essential to SendaRide’s operational success and client satisfaction. This is a fast-paced role where accuracy, accountability, and adaptability are essential. You will manage trip assignments, billing processes, and issue resolution to keep operations running smoothly and optimize revenue.
Requirements
- Exceptional attendance is a requirement to fulfill role expectations
- Access to a dedicated, quiet workspace
- High-speed internet access
- Proficiency in Microsoft Suite and SendaRide's technology platform
- Ability to learn and adapt to evolving software and workflows
- Fluency in English (written and spoken)
- Flexibility to pivot between tasks as operational needs shift
- Demonstrated expertise in customer support, troubleshooting, and problem resolution
- 1+ years’ experience in operational support or relevant field
Responsibilities
- Review, accept, and reject trips based on service area and company guidelines
- Engage Guides to maximize availability and ensure trip fulfillment
- Monitor broker client portals for ride offers, modifications, and cancellations
- Process and clear completed trips with accurate billing
- Perform final fare adjustments and ensure adherence to company policies
- Complete trip fare editing, including canceled trip adjustments per company procedures
- Troubleshoot trip-related issues, providing timely and accurate support
- Address and escalate urgent situations for swift resolution
- Communicate with broker clients and internal teams to resolve discrepancies and optimize processes
- Provide empathetic, clear, and policy-compliant support to Guides
- Ensure Guides have the tools and information needed for successful trip completion
Benefits
- Medical
- 401(k)
- Paid Time Off
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
1-10 employees
