Member Experience Coordinator

About the role

Flexcar is redefining car ownership through a flexible, month-to-month lease model that includes insurance and maintenance. By combining operational expertise with technology and data, we deliver a seamless and convenient vehicle experience for our members. We are building a high-performing, member-focused team dedicated to delivering exceptional service at every stage of the member journey.

Location: Charlotte, NC. Employment Type: Non-Exempt, Full-Time.

Responsibilities

• Provide high-volume customer service support with professionalism and urgency
• Resolve service tickets and member inquiries efficiently
• Deliver first-contact resolution whenever possible
• Coordinate service appointments and follow up to ensure satisfaction
• Communicate clearly and professionally with members via phone, email, messaging platforms, and in person
• Collaborate cross-functionally with Customer Care, Security, Operations, Engineering, and Product teams to resolve complex cases
• Support vehicle preparation and presentation to ensure vehicles meet company quality standards
• Operate vehicles as required for deliveries or lot movements (up to 75% of time)
• Track support cases accurately and ensure timely follow-up
• Escalate unresolved issues according to established procedures
• Identify service gaps and contribute to operational improvements
• Support additional business needs as assigned

Qualifications

• At least 21 years of age
• Valid driver’s license with acceptable driving record
• 5+ years of customer service experience preferred, ideally in a fast-paced environment
• Strong written and verbal communication skills
• Proficiency in computer systems and ability to learn new platforms quickly
• Strong problem-solving and analytical skills
• Ability to multitask and prioritize under pressure
• Willingness to work evenings, weekends, and holidays as business needs require
• Ability to work outdoors in varying weather conditions

Pay

$28.50 per hour, with full benefits eligible Day One.

Benefits

• Potential to accrue 80 hours of PTO your first year, and up to 120 hours in later years
• Multiple company paid holidays
• 40 hours of sick time
• 401(k) with company match from day one of hire
• Excellent, low-cost healthcare coverage including medical, dental, vision, eligibility day one
• Wellness Programs
• Flexible Spending Accounts, Health Savings Account
• Life and Disability Insurance
• Discounted employee rate on Flexcar products and no annual membership fee
• Weekly Pay
• Employee Referral Bonus