Customer Experience Officer role handling council customer inquiries through various channels. Providing frontline support and resolving queries effectively with strong communication skills.
About the role
- Customer Support & Operations Specialist responsible for escalations and city launch readiness with a travel tech startup. Enhancing guest and driver experiences at Welcome while supporting operations.
Responsibilities
- Own complex customer support escalations (refunds, complaints, itinerary changes, platform disputes), making judgment-based decisions on refunds, rebookings, and goodwill gestures to balance customer experience and business outcomes.
- Partner cross-functionally with S-Rides Ops, Support, and Finance/Legal to resolve cases efficiently, ensuring clear ownership and seamless handovers.
- Identify, tag, and analyze root causes and recurring escalation themes, translating insights into process, policy, or tooling improvements that reduce repeat issues.
- Design, maintain, and evolve SOPs and playbooks by request type, enabling the broader Support team to handle recurring cases consistently and with confidence.
- Create and maintain Intercom macros/templates and inbound routing guides (message type → tagging → inbox routing → resolution) to improve speed, quality, and decision consistency.
- Own and continuously improve escalation guardrails (refund, gesture, rebooking frameworks) to ensure fair, scalable, and consistent decision-making across edge cases.
- Owns Intercom inbox architecture (inboxes, tags, assignment rules, chat paths) to ensure correct routing, clear ownership, and inbox hygiene.
- Ensures platform messages are routed to the correct Intercom inbox and handled through the correct playbook, improving routing accuracy and reducing misassignments.
- Defines and maintains a tagging/taxonomy structure that enables reliable reporting, faster triage, and consistent case categorization.
- Identifies routing gaps and improves workflows to reduce manual handling and improve speed-to-resolution for platform-driven requests.
- Supports improvements in Intercom workflows, automation, and AI-assisted tooling to reduce handling time and increase consistency and resolution quality.
- Supports chatbot and self-serve flows on S-Rides pages (in collaboration with relevant stakeholders), ensuring correct routing, clear handover to agents, and well-defined escalation paths.
- Drives adoption of tooling changes through lightweight rollout notes, brief enablement sessions, and ongoing feedback loops.
- Supports end-to-end launch readiness for new cities, from city research and ideal s-ride selection using internal tools, to supplier outreach and coordination (drivers/companies).
- Creates and maintains city playbooks, including operational specifics, local considerations, and support handling notes for consistent execution.
- Ensures Support readiness before go-live by preparing routing rules, macros/templates, SOPs, and escalation logic for the new destination.
- Supports launch checklists and cross-team coordination to ensure each destination goes live with clear processes and scalable support coverage.
- Tracks and reports on key support KPIs (SLA/first response time, resolution time, backlog health, routing accuracy, CSAT) for both guest-facing and driver-facing cases.
- Identifies trends and recurring friction points, prioritizes improvements, and coordinates with relevant teams to implement fixes.
- Produces a weekly/monthly snapshot on top escalation drivers, operational risks, and recommended process/tooling improvements to align stakeholders and priorities
Requirements
- 2-4 years in Customer Support, Support Operations (CX Ops), Operations, or a similar role
- Bachelor’s degree in Operations, Business, Engineering, Analytics, Economics, or a related field (or equivalent hands-on experience in operations).
- Excellent written and verbal communication skills in English. Any other language skills will be considered a plus.
- Proven ability to work in fast-paced, data-driven environments.
- Comfortable working with data and KPIs (SLA/first response, resolution time, backlog health, routing accuracy, CSAT). Strong Excel/Google Sheets skills; SQL is a plus.
- Understanding of workforce allocation strategies and cost-efficient operational adjustments.
- Self-motivated with the ability to work independently; strong sense of ownership
- A friendly and upbeat personality.
- Digital native: fluent in web and digital technologies
Benefits
- Vibrant and fresh work environment
- Flexible work-from-home policy
- The tools you need to perform your daily tasks successfully
- L&D personal budget
- Private Insurance Plan
- +4 extra PTO days annually
- The unique opportunity to join “the next big thing” at ground level
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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