Support Specialist

About OnwardAt Onward, we're nurturing wellbeing - one ride, one visit, one moment of connection at a time. Our door-through-door Companion rideshare services and transportation management platform help individuals with mobility and cognitive challenges access healthcare, community resources, and daily essentials. We work with healthcare systems, PACE programs, public transportation agencies, and health plans to improve care access, reduce missed appointments, and relieve the burden of caregiving.If you thrive in fast-moving environments, love wearing multiple hats, want to help shape a category-defining business and lead a high-performing team, we want to talk.Reports To:Senior Manager of Support & Dispatch OperationsLocation:Remote (Anywhere USA)Pay Range: $17.00-$20.00/hrOverviewAs 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 emailSupport riders who's primary language is Spanish or EnglishHandle ride bookings, support requests, and AI-overflow calls with empathy and efficiencyStep in when automation needs a human touch - partnering seamlessly with AI support agentsCoordinate trip details with drivers and partners to ensure on-time, accurate serviceSupport riders with common needs: lost items, updated instructions, ETAs, cancellations, or delaysKeep support tickets up to date in Zendesk with clear, thoughtful communicationFlag recurring issues and edge cases, helping improve workflows and automationReview and process refunds or credits, escalating when necessaryWhat You Bring:1–2 years of experience in customer service or a similar roleFluent in English (Bilingual preferred but not required)Calm, clear, and confident communicator, especially over the phoneComfortable using multiple systems at once (Zendesk, Sheets, dashboards, etc.)Strong organizational skills; detail-oriented even in high-pressure momentsSelf-starter who thrives in a remote environment—resourceful, proactive, and able to learn quickly without constant oversightEager to grow - curious, adaptable, and motivated to expand skills as Onward evolvesTeam player who collaborates easily but can also operate independentlyPositive, compassionate, and professional approach to every interactionFlexibility to work weekends and holidays as part of a full-time scheduleA genuine interest in Onward’s mission believing that safe, supportive rides can transform healthcare accessBonus Points: Experience with healthcare, medical terminology, or transportation supportWhy Join Onward?Be part of a mission-driven company making healthcare transportation more humane and accessibleWork alongside a supportive, collaborative team that values curiosity and problem-solvingOpportunities to shape new processes and contribute to Onward’s growthRemote-first culture with a strong focus on connection and belongingIf 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-timePay: $17.00 - $20.00 per hourExpected hours: 40.0 per weekBenefits:401(k)Dental insuranceHealth insuranceVision insuranceOriginally posted on Himalayas