Support And Enablement Specialist

Summary

Join BusRight, a fast-growing transportation tech company, as a Support & Enablement Specialist. You will work with the Support Operations team to handle customer requests, analyze data, and manage support-related projects. This role is crucial in providing exceptional customer experiences and building customer loyalty. You will own Tier 1 support, troubleshoot issues, support onboarding, analyze usage data, and drive new initiatives to improve customer experiences. The position requires experience in customer success or related fields, strong communication skills, and the ability to work autonomously in a remote environment. BusRight offers competitive compensation, access to industry-leading tools, opportunities for professional development, and a supportive team environment.

Requirements

• Have experience in customer success, customer support, operations, or other related roles
• Be organized, detail-oriented, and not let things slip through the cracks
• Be a talented writer and genuine communicator - your tone is approachable and personable but communicates confidence
• Be comfortable with experiences that require your hands-on attention and learning on the fly
• Thrive with extreme autonomy in a remote environment
• Embody our values
• Ability to work East Coast business hours to align with team and customer needs

Responsibilities

• Own Tier 1 customer support requests via live chat and email, ensuring each customer receives a timely response and resolution. This includes tagging every request and updating ticket statuses to later analyze trends and recurring issues
• Investigate and troubleshoot customer issues and escalate to the account’s Customer Experience manager, as needed
• Support customer onboarding and data migration experiences, from implementation through adoption and ongoing success
• Analyze usage data and create regular actionable reports and assets for both internal and external stakeholders, such as School Board Impact Reports or Bus Driver Performance Analysis
• Manage and drive new initiatives to scale our magical customer experiences; including Helpdesk maintenance, SOP documentation, CSP automation, and more

Benefits

• Competitive Compensation: You’ll receive competitive compensation at a fast-growing startup that recently raised a $7M Series A financing round, poised to transform the largest mass transit system in the U.S
• The Best Customers Ever: You’ll engage with some of the most down-to-earth and kind individuals across the country
• Resources & Access: You'll be equipped with industry-leading tools and a network to grow personally and professionally. This includes direct support from investors and advisors
• Strategic Influence: Working side-by-side with BusRight's Support Operations Lead, you'll have an opportunity to design strategic customer success efforts, create scalable systems, and solve challenges to help unlock new value for our customers and team
• A Scrappy Team That Puts Customers First: BusRighters and student transportation leaders are down-to-earth, compassionate, and fun individuals to be around who come from various backgrounds - from seasoned transportation leaders to ambitious technologists