Support Specialist

Onward

11d•$17 - $20•Remote

About The Position

As a Support Specialist, you’ll be the voice and heart of our rider experience, ensuring that every trip is safe, smooth, and supportive. This role is perfect for someone who thrives on helping others, loves problem-solving, and is energized by working in a fast-moving startup environment.

Requirements

1–2 years of experience in customer service or a similar role
Fluent in English (Bilingual preferred but not required)
Calm, clear, and confident communicator, especially over the phone
Comfortable using multiple systems at once (Zendesk, Sheets, dashboards, etc.)
Strong organizational skills; detail-oriented even in high-pressure moments
Self-starter who thrives in a remote environment—resourceful, proactive, and able to learn quickly without constant oversight
Eager to grow - curious, adaptable, and motivated to expand skills as Onward evolves
Team player who collaborates easily but can also operate independently
Positive, compassionate, and professional approach to every interaction
Flexibility to work weekends and holidays as part of a full-time schedule
A genuine interest in Onward’s mission believing that safe, supportive rides can transform healthcare access

Nice To Haves

Experience with healthcare, medical terminology, or transportation support

Responsibilities

Be the first point of contact for riders, caregivers, and drivers via phone, chat, and email
Support riders who's primary language is Spanish or English
Handle ride bookings, support requests, and AI-overflow calls with empathy and efficiency
Step in when automation needs a human touch - partnering seamlessly with AI support agents
Coordinate trip details with drivers and partners to ensure on-time, accurate service
Support riders with common needs: lost items, updated instructions, ETAs, cancellations, or delays
Keep support tickets up to date in Zendesk with clear, thoughtful communication
Flag recurring issues and edge cases, helping improve workflows and automation
Review and process refunds or credits, escalating when necessary