{"id":4036738,"url":"https://alion.io/job/onward-rides-support-specialist","title":"Support Specialist","company":{"id":4483869,"name":"Onward Rides","domain":"onwardrides.com","url":"https://alion.io/company/onward-rides","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":{"label":"PST","utc_offset_min":-8,"utc_offset_max":-8},"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-11-10T16:57:34Z","employer_posted_date":null,"last_verified_at":"2026-11-10T16:57:34Z","board_verified":false,"closed_at":null,"days_open":0,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":0},"description":"About Onward\n\nAt Onward, we're nurturing wellbeing - one ride, one visit, one moment of connection at a time. Our door-through-door Companion rideshare services and transportation management platform help individuals with mobility and cognitive challenges access healthcare, community resources, and daily essentials. We work with healthcare systems, PACE programs, public transportation agencies, and health plans to improve care access, reduce missed appointments, and relieve the burden of caregiving.\n\nIf you thrive in fast-moving environments, love wearing multiple hats, want to help shape a category-defining business and lead a high-performing team, we want to talk.\n\nReports To:Senior Manager of Support & Dispatch Operations\n\nLocation:Remote (Anywhere USA) - Must be able to work PST schedule. \n\nPay Range:$17.00-$20.00/hr\n\nExpected hours: 40.0 per week/some weekends/4-10 hour shifts\n\nOverview \nAs a Support Specialist, you’ll be the voice and heart of our rider experience, ensuring that every trip is safe, smooth, and supportive. This role is perfect for someone who thrives on helping others, loves problem-solving, and is energized by working in a fast-moving startup environment.\n\nWhat You’ll Do:\n\nBe the first point of contact for riders, caregivers, and drivers via phone, chat, and email\n\nSupport riders who's primary language is Spanish or English\n\nHandle ride bookings, support requests, and AI-overflow calls with empathy and efficiency\n\nStep in when automation needs a human touch - partnering seamlessly with AI support agents\n\nCoordinate trip details with drivers and partners to ensure on-time, accurate service\n\nSupport riders with common needs: lost items, updated instructions, ETAs, cancellations, or delays\n\nKeep support tickets up to date in Zendesk with clear, thoughtful communication\n\nFlag recurring issues and edge cases, helping improve workflows and automation\n\nReview and process refunds or credits, escalating when necessary\n\nWhat You Bring:\n\n1–2 years of experience in customer service or a similar role\n\nFluent in English (Bilingual preferred but not required)\n\nCalm, clear, and confident communicator, especially over the phone\n\nComfortable using multiple systems at once (Zendesk, Sheets, dashboards, etc.)\n\nStrong organizational skills; detail-oriented even in high-pressure moments\n\nSelf-starter who thrives in a remote environment—resourceful, proactive, and able to learn quickly without constant oversight\n\nEager to grow - curious, adaptable, and motivated to expand skills as Onward evolves\n\nTeam player who collaborates easily but can also operate independently\n\nPositive, compassionate, and professional approach to every interaction\n\nFlexibility to work weekends and holidays as part of a full-time schedule\n\nA genuine interest in Onward’s mission believing that safe, supportive rides can transform healthcare access\n\nBonus Points: Experience with healthcare, medical terminology, or transportation support\n\nWhy Join Onward?\n\nBe part of a mission-driven company making healthcare transportation more humane and accessible\n\nWork alongside a supportive, collaborative team that values curiosity and problem-solving\n\nOpportunities to shape new processes and contribute to Onward’s growth\n\nRemote-first culture with a strong focus on connection and belonging\n\nJob Type: Full-time\nPay: $17.00 - $20.00 per hour\nExpected hours: 40.0 per week/some weekends/4-10 hour shifts\n\nBenefits:\n\n401(k)\n\nDental insurance\n\nHealth insurance\n\nVision insurance\n\n12 Company Holidays \n\nOriginally posted on Himalayas","description_format":"text","description_chars":3548,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Dental insurance","Health insurance","Vision insurance"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Ride Hailing","Care Coordination & Population Health"],"lifecycle":[{"event":"open","at":"2026-11-10T20:28:15Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":27,"reasons":["seen:0","win:early"],"computed_at":"2026-11-10T22:53:16Z"},"pay":null,"html_url":"https://alion.io/job/onward-rides-support-specialist","json_url":"https://alion.io/job/onward-rides-support-specialist.json","meta":{"generated_at":"2026-11-10T22:53:16Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":137,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-11T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4483869},"rest":"https://alion.io/mcp/rest/get_company?id=4483869"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fonward-rides-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fonward-rides-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fonward-rides-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/onward-rides-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fonward-rides-support-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4036738}},{"tool":"search_jobs","arguments":{"company":"onwardrides.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4036738},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); 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