About the team

We believe that delivering exceptional service to our Captains (drivers) is at the heart of what we do. As an Operations Associate in the Captain Support Center, you’ll represent our company’s core values, ensuring every Captain who walks through our doors receives timely, respectful, and high-quality support. You will engage with Captains face-to-face, resolve their concerns, and foster a positive environment that reflects our company’s culture of caring, inclusivity, and collaboration.

What you'll do:

Front-facing Captain Support

• Greet and assist Captains, addressing their inquiries and troubleshooting issues on the spot
• Provide solutions or escalate issues to relevant teams as needed
• Ensure every interaction is handled with empathy and aligned with our values

Issue Resolution & Coordination

• Collaborate with cross-functional teams (Supply, Marketplace, and Operations) to resolve Captain concerns swiftly
• Coordinate with partners or relevant stakeholders to manage day-to-day supply operations and maintain reliable fleet performance
  
  

Captain Engagement & Advocacy

• Proactively gather feedback from Captains to improve overall service and product features
• Champion company values by promoting courteous communication and discouraging any misbehavior

Operational Excellence

• Participate in process optimization and improvement initiatives for smoother on-ground operations
• Support the team with data collection, reporting, and basic analytics to drive informed decision-making

Project & Vendor Management

• Assist in projects related to fleet expansion or third-party collaboration
• Work closely with vendors to ensure service-level agreements are met, maintaining strong professional relationships
  
  

What you'll need

• Experience
  • 1–3 years of relevant experience in operations, customer service, or a similar front-facing role
  • Exposure to fast-paced, high-volume environments is highly beneficial
    
    
• Customer-Centric Mindset
  • Ability to handle face-to-face interactions with confidence, patience, and empathy
  • Strong interpersonal skills, comfortable teaching and guiding others
    
    
• Operational Agility
  • Experience juggling multiple priorities in a fast-paced setting
  • A proactive approach to problem-solving, with an ability to coordinate across teams
    
    
• Analytical & Technical Skills
  • Basic proficiency in data analysis; proficiency in Excel is mandatory
  • Bonus points for experience with SQL, Python, or BI tools (e.g., Tableau)
    
    
• Drive & Resilience
  • Willingness to roll up your sleeves, take ownership, and persevere through challenges
  • Committed to embodying and upholding company values, ensuring a respectful environment for all
    
    
• Self-Starter Attitude
  • Comfortable with minimal oversight, able to seek out the information and resources needed to excel
  • Eager to learn and adapt in a dynamic operational setting