BusRight

Customer Support

• BusRight is hiring a remote Customer Experience Associate to join our dynamic and expanding Customer Experience Team. We seek dedicated, self-driven individuals who wish to grow their career through team-based work in a fast-paced environment and enjoy being customer facing.
• As an integral member of our team, you will play a key role in troubleshooting routing and mapping challenges and ensuring customers receive accurate, timely support. This role is a great fit for someone who enjoys solving puzzles, investigating complex issues, and is eager to dig into the smallest details to drive big results.
• About BusRight At BusRight, we are dedicated to improving the safety and efficiency of the nation’s largest mass transit system—school buses. Every day, more than 26 million students rely on 500,000 buses to get to and from school. The logistics of this massive operation are often managed with pen and paper or legacy software. BusRight aims to modernize school bus management by providing advanced routing technology, dynamic driver navigation, live GPS tracking, and real-time parent communication, ensuring a safer and more efficient experience for families, schools, and communities.
• Responsibilities
• The Customer Experience Associate will play a key support role within our Customer Experience team, assisting in both administrative functions (65%) and customer-facing interactions (35%).
• Administrative Support
• Investigating and resolving customer routing inquiries, such as discrepancies in turn-by-turn navigation (e.g., "The route goes left at Stop 18 instead of right when the driver is in navigation. How do I fix that?")
• Proactively troubleshooting reported routing issues, using data analysis and internal resources to find solutions
• Identifying, collecting, and reporting mapping data inconsistencies to improve system accuracy
• Analyzing driver feedback and collaborating with internal teams to implement necessary updates
• Customer Support
• Following up on bug reports, ensuring customers receive timely updates when fixes are implemented
• Assisting with documentation for feature requests generated by customers
• Communicating driver feedback to Transportation Directors, providing insights that enhance operational efficiency.
• Assisting Customer Experience Managers with follow-ups on emails, phone calls, and chats related to tablet inquiries, minor routing adjustments, and other customer concerns
• Maintaining clear and proactive communication with customers regarding mapping changes
• Answering routing related phone calls and using internal toolset to train and assist transportation offices with routing questions