Rider Support - Contract

Role Description

Rider Support (RS) serves as our client's Self Automated Vehicle 24/7 frontline service for riders and the community—providing support before, during, and after a trip.

The team handles all customer contacts, including phone, chat, and email, addressing everything from routine trip adjustments and lost-and-found requests to urgent safety events or vehicle alerts.

RS agents combine empathy, professionalism, and decisive action to ensure every rider feels safe, informed, and supported.

The RS function also captures operational feedback, identifies process improvement opportunities, and partners with cross-functional teams to enhance client's service experience and readiness for global expansion.

Roles & Responsibilities

• Customer & Safety Response: Provide timely, empathetic, and accurate support to riders, prioritizing safety and service excellence in all interactions.

• Incident Management: Act as the first point of contact for safety-critical or time-sensitive events, applying sound judgment to escalate appropriately and ensure rider well-being.

• Operational Partnership: Collaborate with Operations Center, Engineering, and Product teams to relay insights from customer interactions and drive continuous improvement.

• Knowledge Stewardship: Maintain current knowledge of operational policies, service standards, and escalation procedures to deliver consistent and compliant service.

• Continuous Improvement: Identify emerging trends, suggest improvements, and contribute to scalable processes and training as Waymo expands globally.

Key Activities

• Handle inbound contacts from riders and the community via multiple channels (phone, email, chat) with empathy and efficiency.

• Support incident escalation protocols by accurately capturing and relaying critical information to appropriate stakeholders.

• Document all interactions in internal systems, ensuring traceability and data quality.

• Partner with cross-functional teams to validate customer-facing process updates and identify operational gaps.

• Participate in calibration sessions, refresher trainings, and feedback loops to improve service quality and consistency.

Preferred Background / Experience

• 2–3 years of experience in a high-volume call center or customer support environment, ideally in transportation, travel, hospitality, or technology.

• Experience handling multi-channel communications (phone, chat, email) and managing performance metrics such as AHT and CSAT.

• Familiarity with incident reporting, escalation protocols, or safety-sensitive operations a plus.

• Demonstrated ability to maintain empathy and accuracy under pressure.

• College degree or equivalent work experience preferred.