Support Specialist

Onward

Support Specialist at Onward managing rider communications for healthcare access via rides. Handling bookings, support requests, and collaborating with drivers and AI support agents.

Posted 7/27/2026full-timeRemote • 🇺🇸 United StatesJunior💰 $17 - $20 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service skills with a focus on empathy and efficiency, while effectively managing multiple systems like Zendesk. Bilingual communication in English and Spanish is a plus, along with a proactive and adaptable approach to problem-solving in a remote environment.

Highest-signal resume keywords

Customer Service ExperienceFluent In EnglishZendesk ProficiencyStrong Organizational SkillsEffective Communication

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills

EmpathyDetail-OrientedProactiveTeam PlayerCalm Communicator

Tools & Technologies

ZendeskGoogle SheetsDashboards

Industry Keywords

Ride BookingsSupport RequestsAutomationRefund ProcessingHealthcare Access

About the role

Key responsibilities & impact

Be the first point of contact for riders, caregivers, and drivers via phone, chat, and email
Support riders whose 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

Requirements

What you’ll need

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

Benefits

Comp & perks

401(k)
Dental insurance
Health insurance
Vision insurance