Customer Experience Associate

Summary

Join BusRight's dynamic Customer Experience Team as a remote Customer Experience Associate! You will troubleshoot routing and mapping challenges, ensuring timely and accurate customer support. This role involves investigating complex issues and collaborating with internal teams. As a key team member, you'll handle administrative tasks and directly interact with customers. The ideal candidate enjoys problem-solving and has excellent communication skills. BusRight modernizes school bus management with advanced routing technology, impacting millions of students daily.

Requirements

• Previous experience in a customer-facing role
• Strong analytical and problem-solving skills, with the ability to investigate and resolve detailed technical issues
• Excellent communication skills, both written and verbal, with a focus on clarity and customer service
• Ability to track multiple ongoing issues, ensuring timely follow-ups and resolution
• You are comfortable with experiences that require your hands-on attention and learning on the fly - from investigating how to extract data from a new student information system to sitting shoulder-to-shoulder with customers to troubleshoot with them in real time

Responsibilities

• Investigate and resolve 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 troubleshoot reported routing issues, using data analysis and internal resources to find solutions
• Identify, collect, and report mapping data inconsistencies to improve system accuracy
• Analyze driver feedback and collaborate with internal teams to implement necessary updates
• Follow up on bug reports, ensuring customers receive timely updates when fixes are implemented
• Assist with documentation for feature requests generated by customers
• Communicate driver feedback to Transportation Directors, providing insights that enhance operational efficiency
• Assist Customer Experience Managers with follow-ups on emails, phone calls, and chats related to tablet inquiries, minor routing adjustments, and other customer concerns
• Maintain clear and proactive communication with customers regarding mapping changes
• Answer routing related phone calls and use internal toolset to train and assist transportation offices with routing questions

Benefits

• Competitive Compensation: You'll receive competitive equity + salary at a fast-growing startup
• Learning & WFH budget: $500/year for your home setup & professional growth
• Flexible PTO policy: Take time off when needed—we trust you!
• Remote-first culture: Work from anywhere in the U.S