Technical Customer Support Manager

Waterloo, Ontario, Canada | Full-time


Role Summary:

This role is an opportunity in the exciting and fast-growing transportation technology industry.  Public transit is being transformed from a system of static, scheduled fixed routes, to a dynamic on-demand network of vehicles, and you’ll be one of the pioneers shaping this transformation. 

As a Technical Customer Support Manager, you’ll be responsible for providing the first line of support to RideCo’s partners, to ensure a timely resolution of issues and maintain superior end-user satisfaction. You will escalate complex issues to the appropriate internal or external resources to collaboratively troubleshoot and resolve issues reported. You will become an expert on RideCo’s technology platform and data-driven approach to transportation operations management. 

As a key customer support resource for our transit agencies and vehicle fleet partners, you’ll have an important role in shaping the performance and success of our customers’ next-generation on-demand transportation services.  Initially, you will develop scalable processes, procedures, and functions as the sole customer support resource.  It is expected that you will build the customer support team in alignment with customer and partner growth


Your day-to-day responsibilities will include:

  • Provide customer support via Zendesk (our support ticketing platform) to our partners regarding ride inquiries, service changes, service interruptions, etc. 
  • Configure the RideCo platform to support service changes, new features, and customer requests
  • Prepare weekly summary reports to management outlining statistics around incoming tickets, nature of issues, resolution and response times, and suggestions for review by the product team
  • Deploy instances and train our customers on using the Zendesk support ticketing platform to support their end-users
  • Spearhead the development of customer self-help portal to empower customers to resolve their issues quickly and directly
  • Champion process improvements, automation, tooling, and documentation that enable the team to continue to provide excellent customer service as the company grows
  • Collaborate with the product team by collecting information regarding service issues for investigation and quick resolution, and continuously improving the software platform and mobile apps
  • Communicate critical outage updates to the impacted customers


Preferred experience and qualifications:

  • Experience in customer service or technical support management roles. The ideal candidate would have hands-on experience as a rep and have transitioned into a manager or supervisory position.
  • Computer savvy with intermediate skills with Microsoft Excel and Word; comfortable spending at least 50% of the working day at a computer reviewing, investigating, and responding to customer support inquiries
  • Expert in the use and administration of (CRM) customer relationship management technology such as Zendesk, Salesforce, etc.
  • Strong oral and written communication skills, that enable you to effectively communicate with individuals of varying levels of written/spoken English, and handle conflict resolution while maintaining an empathetic and professional manner
  • Avid smartphone and apps user, with the ability to troubleshoot common smartphone /app issues 
  • Work effectively in a team or independent setting, collaborating with other team members for issue investigation/resolution
  • Diploma or Bachelor's degree in a Business or Technical field preferred
  • Location: Based in Waterloo, Ontario, or willing to relocate


Compensation and benefits:

  • Base Salary: $65,000-$90,000
  • Work-Life Balance: Flex time, work from home, vacation time
  • Benefits Plan: Dental, prescription, disability, massage, and more


Who we are:

RideCo powers on-demand transit. Public transit agencies use RideCo's cloud-based software platform to provide on-demand shared rides in dynamically routed buses and vans. Our clients include some of the world’s largest transportation operators such as San Antonio Metro, Los Angeles Metro, Calgary Transit, and Grab.

Have you experienced getting frustrated with transfers and waiting while taking a public bus? Have you seen buses drive around in low-density areas with very few passengers on-board and wondered how inefficient that seems to be? You're likely aware of the first & last mile access challenges faced by transit hubs. We are solving these problems by re-imagining shared mobility. Imagine a world where vehicles have dynamic routes responsive to real-time trip demand. This 'dynamic shuttle' (or van /sedan) would pick you up, on-demand, at or near your doorstep, and take you to your destination or transit hub. Along the way, it may pick up other passengers going in your direction. Your experience will be seamless: less waiting, less walking, fewer transfers, shorter travel time, and timely pickups and drop-offs. RideCo's 'dynamic shuttle' platform enables this new mode of transit. By seamlessly moving more people in fewer vehicles we are catalyzing a generational shift in how people get around cities and towns. This means commuters spend less time in transit and more time doing what they enjoy.

RideCo powers a diverse range of use cases, including residential/ suburban travel; first-mile-last-mile connections for transit hubs; and corporate employee transportation. We are investing to scale up and capture the growing demand for on-demand shared rides solutions.