Remote Assistance Specialist
About The Position
May Mobility is transforming cities through autonomous technology to create a safer, greener, more accessible world. Based in Ann Arbor, Michigan, May develops and deploys autonomous vehicles (AVs) powered by our innovative Multi-Policy Decision Making (MPDM) technology that literally reimagines the way AVs think. Our vehicles do more than just drive themselves - they provide value to communities, bridge public transit gaps and move people where they need to go safely, easily and with a lot more fun. We’re building the world’s best autonomy system to reimagine transit by minimizing congestion, expanding access and encouraging better land use in order to foster more green, vibrant and livable spaces. Since our founding in 2017, we’ve given more than 500,000 autonomous rides to real people around the globe. And we’re just getting started. We’re hiring people who share our passion for building the future, today, solving real-world problems and seeing the impact of their work. Join us.
Requirements
- Strong technical aptitude and ability to learn new software and processes
- Data collection and organization
- Ability to communicate effectively
- Ability to coach and lead by example
- Strong written and verbal communication skills across multiple platforms; strict attention to detail in every situation
- High comfort level with making judgment calls in ambiguous situations
- Understanding of best practices when it comes to top-notch customer service
- Ability to work effectively with team members at all levels of the organization
- Proficiency with a laptop and Google suite applications (Gmail, sheets, docs, etc.)
- Eager to take on a first-time people management role and grow as a confident, inspiring leader.
- Experience taking leadership of processes and driving continuous improvement in a fast-adapting and customer-focused environment.
- Previous experience working at a technology focused company
- Experience working in Google Suite Application (Gmail, sheets, docs, etc.)
- Valid U.S. Driver's License
Nice To Haves
- Experience as a leader in a fast-adapting and customer-focused environment
- Associates degree or higher in Business, Technical Operations, or related area
- Prior experience in operations or logistics or Fleet Management
Responsibilities
- Monitor and support autonomous vehicles in real time during operations
- Ensure that operations during each shift follow rigorous safety guidelines
- Address technical problems and coordinate with engineering teams for timely resolutions
- Train and help develop RAAs and FCCOs by conducting team huddles and coaching through video review or simulations
- Monitor health of vehicles at all times using company tools for observation
- Log real time feedback regarding autonomy performance to be sent to engineers
- Maintain accurate records of remote assistance and performance
- Correctly escalate accident reports, incident escalations, and customer complaints
- Interact with May Mobility guests as an ambassador
- Test Changes with the Remote Assistance tools with focus on safety and communicate clear feedback
- May travel to other sites for coverage and support as needed
- Other duties as assigned
Benefits
- Comprehensive healthcare suite including medical, dental, vision, life, and disability plans. Domestic partners who have been residing together at least one year are also eligible to participate.
- Health Savings and Flexible Spending Healthcare and Dependent Care Accounts available.
- Rich retirement benefits, including an immediately vested employer safe harbor match.
- Generous paid parental leave as well as a phased return to work.
- Flexible vacation policy in addition to paid company holidays.
- Total Wellness Program providing numerous resources for overall wellbeing
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
