Customer Experience & Mobility Support Agent

About the role

Our Customer Experience & Mobility Support Agents work at the intersection of people, mobility, technology and operations. This is not a traditional call‑centre role – you will assist riders, commercial clients, fleet managers and drivers through live chat, phone, WhatsApp and other digital channels.

Key responsibilities

• Support customers via live chat, telephone, WhatsApp and digital channels, handling queries on onboarding, payments, rentals, charging and vehicle usage.
• Assist commercial clients with fleet‑management software, dashboards and reporting tools.
• Log and coordinate maintenance, workshop bookings, repair updates and activate breakdown, roadside‑assistance and recovery workflows.
• Monitor support queues to ensure every case is acknowledged, categorised and resolved within service‑level targets.
• Identify and escalate urgent safety, security, accident, theft or asset‑related incidents.
• Investigate software problems and capture clear information for Product and Technology teams.
• Use approved AI tools to research issues, summarise cases and improve support speed and quality.
• Take ownership from first contact to final resolution, keeping customers informed until cases are closed.

Required profile

• Energetic, curious and comfortable learning new technology.
• Excellent written and verbal communication, able to explain technical information in simple language.
• Available for night and overnight shifts, weekends and public holidays as per roster.
• Calm under pressure, attentive to detail and proactive in problem investigation.
• Genuinely interested in AI and its practical application at work.
• Motivated to build a career in mobility, technology and customer experience.

Required skills

• Experience with CRM or ticketing platforms.
• Familiarity with live‑chat tools.
• Ability to use AI‑assisted research tools.