Customer Experience Associate

Expected compensation: 29.00 - 35.00 USD Per Hour HireArt is helping our client find a devoted, empathetic, and thoughtful Customer Experience (CX) Associate to join its Driver Operations Team and serve as an ambassador to its driver participant base. In this role, you will be responsible for creating a stellar experience for EV drivers participating in the serviced utility programs. You’ll directly triage, respond to, and resolve support tickets while summarizing and sharing driver feedback. This will require becoming deeply familiar with both the application functionality and driver needs. The ideal candidate is highly organized and exceptionally detail-oriented, with the ability to independently manage and prioritize a high volume of support tickets while maintaining accuracy and timely follow-through. You’re a clear communicator with sound judgment who can effectively triage issues, stay ahead of deadlines and SLAs, and proactively escalate complex or time-sensitive cases before they impact the customer experience. As a Customer Experience Associate, You Will Respond to driver inquiries and requests over email and other channels while adhering to driver support guidelines and SLAs. Triage and resolve support tickets, appropriately escalating complex or time-sensitive issues as needed. Identify and flag gaps in resources and content that could help drivers resolve problems quickly and easily. Document issues clearly and accurately to support Engineering and Product teams in resolving specific bugs. Gather, summarize, and share insights on driver needs, preferences, concerns, and perspectives to help improve the user experience. Monitor indicators of user satisfaction and support performance, including CSAT, ticket response times, and resolution times. Requirements Experience in a technical support or multi-channel customer service roleRecent professional experience using ZendeskDemonstrated ability to independently manage and prioritize a high volume of support tickets while meeting response and resolution SLAsExceptional attention to detail with the ability to accurately document, track, and follow issues through resolutionStrong organization and time management skills with the ability to manage multiple open requests without losing track of follow-ups or next stepsSound judgment in triaging issues, determining appropriate next steps, and escalating time-sensitive or complex cases before they impact the customer experienceClear and concise written and verbal communication skillsFamiliarity with common productivity tools such as Google Docs and JiraBasic proficiency with data entry and tracking tools such as Excel and Google SheetsAbility to effectively engage with users, advocate for improvements based on their feedback, and ensure satisfaction with the support providedComfort working in a fast-paced startup environmentEnthusiasm for ongoing learning and personal growthA passion for decarbonization and reducing global climate risk Benefits PTO and paid holidays!Pre-tax commuter benefitsEmployer (HireArt) Subsidized healthcare benefitsFlexible Spending Account for healthcare-related costsHireArt covers all costs for short and long term disability and life insurance401k package Commitment: This is a full-time, ongoing contract position staffed via HireArt. This role will be hybrid, requiring Tuesdays and Thursdays onsite, and is available to candidates local to the San Francisco, CA area. HireArt values diversity and is an Equal Opportunity Employer. We are interested in every qualified candidate who is eligible to work in the United States. Unfortunately, we are not able to sponsor visas or employ corp-to-corp