About FlexRide: FlexRide is a fast-scaling mobility platform redefining vehicle access through flexible leasing, subscription, and rental programs. Our mission is simple: give people reliable transportation without locking them into long-term financial mistakes.
Job Summary:
- You will act as the frontline voice and steward of customer accounts.
- Customers will rely on you to understand their situation, explain policies clearly, resolve issues, and guide them through challenges, including payment-related conversations-without scripts or pressure tactics.
- You’ll manage ongoing relationships, not just tickets.
Key Responsibilities:
- Member Engagement & Support
- Serve as the primary point of contact for FlexRide members via phone, SMS, email, and chat.
- Assist members with inquiries regarding leasing, subscriptions, payments, program terms and policies, and account changes or issues.
- Educate members about FlexRide’s programs, vehicle options, and benefits.
- Problem-Solving & Issue Resolution
- Address and resolve customer issues with empathy, efficiency, and professionalism.
- Collaborate with internal teams (Operations, Fleet, Risk Management, Sales) to ensure timely resolution of concerns.
- Escalate complex cases when necessary while maintaining ownership and a positive customer experience.
- Retention & Proactive Outreach
- Conduct follow-ups with members to ensure satisfaction and retention.
- Identify opportunities to upsell or transition customers to upgraded plans.
- Monitor account activity for early signs of disengagement and take proactive steps to enhance member experience.
- Early-Stage Collections & Payment Follow-Up
- Proactively follow up on past-due accounts
- Communicate payment expectations clearly and respectfully
- Work with customers to understand circumstances and next steps
- Document outcomes and coordinate with risk or collections when needed
- This is not aggressive collections, but responsible account management
- Technology & Automation Support
- Utilize CRM and customer engagement tools (e.g., MyFlexRide portal) to manage interactions.
- Guide members on how to use FlexRide’s online portal, mobile app, and payment systems.
- Ensure accurate documentation of customer interactions and service resolutions.
- This is not a call center role. This is an account ownership role that blends customer service, relationship management, and early-stage collections with professionalism and empathy.
Key Qualifications & Skills:
- ✅ Customer-Centric Mindset – Passionate about delivering outstanding service and solving customer problems. 2 years of experience required
- ✅ Strong Communication Skills – Ability to explain policies and solutions clearly and professionally.
- ✅ Tech-Savvy – Comfortable using CRM software, messaging platforms, and digital payment systems.
- ✅ Problem-Solving Ability – Quick thinker who can troubleshoot issues and provide solutions efficiently.
- ✅ Experience in Car sales/leasing, car rental, or Finance preferred– Background in car leasing, rentals, or fintech is a plus.
- ✅ Adaptability & Team Collaboration – Ability to work in a fast-paced, evolving environment.
Performance Metrics:
- 🔹 Response & Resolution quality – Ensure timely responses and quick issue resolution.
- 🔹 Member Retention & Engagement – Proactively manage accounts to reduce churn.
- 🔹 Product Knowledge & Compliance – Stay updated on policies, procedures, and offerings.
Why Join FlexRide?
- Be part of a fast-growing mobility tech company disrupting the traditional car ownership.
- Competitive salary with performance incentives.
- Opportunity to work with cutting-edge customer engagement technology.
- Growth opportunities in a dynamic and innovative team environment.