Customer Service Representative providing reliable service to veterinary clinics. Building relationships with customers and ensuring dignity in pet aftercare and handling.
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
Customer Service Representative building relationships with veterinary clinics on route. Providing compassionate service and managing customer needs in the pet aftercare industry.
Customer Service Representative serving as the main contact for veterinary clinics. Building relationships and providing compassionate service in the pet aftercare process in Omaha, NE.
Customer Service Representative at Gateway Services providing aftercare services for pets. Engaging with veterinary clinics and ensuring high - quality pet care and support.
Customer Service Representative providing essential support to Mygrant Glass customers by handling calls, processing orders and payments. Managing customer interactions with professionalism and attention to detail.
Customer Service Representative at Uline responsible for processing orders and customer inquiries. Building strong relationships over multiple communication channels in a collaborative environment.
Bilingual Customer Service Representative at Uline handling customer inquiries and orders. Utilizing world - class technology to provide product recommendations and build relationships with clients.
Customer Experience Technician at Homecare Homebase troubleshooting software issues for clients. Supporting client needs and enhancing efficiency in care delivery through effective software use.
Customer Service Manager leading the USCA Customer Service Organization for PPG. Driving efficiency, service excellence, and talent development across the organization.
Product Support Specialist at Patsnap resolving customer technical inquiries in Life Sciences. Engaging with users to enhance their experience with innovation intelligence products.