We are looking for a Support Operations Associate whose primary focus will be to help ensure that our clients, riders, and transportation partners receive the best possible support experience.

In this role you will work closely with different teams within the company, including the Transportation Team, Customer Success Team, and Contact Center vendor (AKA the Navigation Center) to investigate issues and breakdown barriers for our clients.

As a Support Operations Associate you will be responsible for:

• Gathering information & ensuring that issues are resolved in a timely and effective manner
• Maximizing the usage of tools and knowledge to provide the best service possible to all stakeholders
• Managing timeliness expectations by resolving most support requests within 24-48 business hours

The ideal candidate will have a customer first mindset, be resourceful, tech savvy, and be able to problem solve during periods of high pressure.

This position sits on our Support Team, reports to our Support Execution Lead, and is 100% remote. Some travel will be required up to about 10% to company-wide meetings. Please note: this position might necessitate work outside of regular working hours through an On Call schedule, which occurs once every 4-5 weeks. The compensation range for this role is $48K- $50K and is based on one’s level of experience and level of work independence.

Applications will be accepted until May 11, 2023.

What You’ll Do:

• Respond to a diverse set of customer queries via email and/or phone in a timely, empathetic, and knowledgeable manner
• Serve as player-coach for Contact Center agents and assist with non-routine operational challenges

• Document, investigate, and respond to reported grievances within 24-48 business hours

• Conduct research on insurance plans to identify strategies to obtain transportation prior-authorizations
• Gather customer feedback to identify areas for process improvements and product enhancements

What You’ll have:

• Previous experience in a client focused environment, ideally one in which you were responsible for investigation and resolution of issues (Healthcare industry experience a plus)
• Previous experience working in a call/support center type environment handling high volume of support tickets via email and calls
• Ability to shift focus and prioritize under pressure based on customers’ needs
• Experience using Microsoft Office Suite, specifically Excel and PowerPoint

What we value:

At Roundtrip we are not only focused on our mission but also hold ourselves to high standards when it comes to our team.

To us being a part of the Roundtrip team doesn’t just mean showing up to work and believing in the work we do. It means you embody these core values as a part of what you bring to Roundtrip every day.

• Stay Resilient
• Take Ownership
• Be Proactive
• Keep it Simple
• Listen First

Diversity & Inclusion is more than initiative at Roundtrip. Our team is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other protected class. To learn more about our efforts and team visit our website and review our annual DEI report.

Lastly, we prioritize the health and safety of our entire team above everything else, and we have built a comprehensive and flexible plan to address our team and client needs.

We have shifted to a remote first environment, all our employees are able to work remotely, and we currently have no plans to require regular in-office presence however we do offer two office locations (Philadelphia & Richmond) for employees to visit. Proof of vaccination is required for any in-person Roundtrip interactions (proof of vaccination is securely stored with our HR department). Roundtrip closely follows CDC health and safety plans and suggestions.

What We Offer:

• Health Benefits for you (we cover 100% of your premium) and for your family (at an additional cost)
• Dental and Vision Benefits for you and your family
• 401K with matching program and automatic vest – that means all contributions from Roundtrip put into your account are yours immediately
• Company stock options plan
• Due to our remote first culture, all employees are provided with a monthly home office allowance
• An inclusive, collaborative, flexible, and fun work environment
• Generous PTO plan that includes unlimited vacation and sick time, VTO (spend a day making a difference volunteering for the cause of your choice) and company paid holidays.
  • To ensure our employees take time for themselves we require all team members to take a minimum of 10 days per calendar year
• Feel Good Fridays: We close our ‘offices’ every/other Friday afternoon so you can take time for you.
• Fringe Benefits- Company-paid lifestyle benefits you select twice a year!
• Uber, DoorDash, Instacart, Coffee Subscriptions (just a few examples!)
• An annual allowance for professional development and growth

#LI-Remote

Please note we do not use external recruitment agencies

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