Overview
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.



What You’ll Do:

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
What You Bring:

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
Bonus Points: Experience with healthcare, medical terminology, or transportation support
Why Join Onward?

Be part of a mission-driven company making healthcare transportation more humane and accessible
Work alongside a supportive, collaborative team that values curiosity and problem-solving
Opportunities to shape new processes and contribute to Onward’s growth
Remote-first culture with a strong focus on connection and belonging
If you're excited about driving customer success, making a difference in healthcare and transportation, and being part of a dynamic, mission-oriented team, we'd love to hear from you!



Job Type: Full-time

Pay: $17.00 - $20.00 per hour

Expected hours: 40.0 per week

Benefits:

401(k)
Dental insurance
Health insurance
Vision insurance