Bus Operations Associate (Dispatch)

Ensuring that customers reach their destination safely, comfortably, and on time on the day of their travel.

Responsibilities

• To monitor live buses & cater to bus driver queries via call & chat. This is going to be the majority of your job when you re hired, but we re looking for people who are smart enough to build sophisticated systems with existing tools to be able to make our systems more efficient and interactive.
• Ensure all amenities that we promise to the customers are offered. We hold ourselves to high standards and we don t like cutting corners when it comes to delighting our customers.
• Solve real-time operational problems that the customers face when they re on their trip. When you re on a bus and it breaks down in the middle of the journey, you want to know that there is someone who is on their toes figuring out how to get you to your destination quickly and safely. Can you think on your feet? Great, let s talk.
• Pre-empt any issues that could hamper the customer experience when they re traveling and solve these proactively. We re currently doing this by building sophisticated rules for instances where bots are more efficient than humans. Can you think of other ways? Great, hop on.
• You re expected to be an embodiment of our brand values to the bus drivers. How the driver treats the customers is the number one factor in determining the customer s experience. And your job is to provide a great experience for the customers by ensuring that the drivers are happy.
• Create processes to improve the internal day-to-day efficiency of the operations team
• We need you to help make our customers lives easier, coming from a place of deeply rooted empathy for them as well as the drivers.
• Identify opportunities to help transition our bus partners to more sophisticated tech-driven solutions towards managing their day-to-day problems.

Requirements

• 1+ years of experience. If you don t have prior work experience but our problem statement resonates with you, we re willing to hear you out
• Tech-savvy. We don t expect you to know how to code, but you ll be building solutions on no-code platforms. We want you to understand what that means.
• Strong process orientation & documentation ethic. Familiarity with excel/sheets is a must. Good analytical skills will give you a strong advantage.
• We support our operations 24*7, and as a part of this team, you ll be expected to work during US hours to support our operations.
• It is a 5-day working week and those two days away from work would mostly be on weekdays.
• Growth mindset and willingness to learn.
• Willingness to roll up your sleeves and do whatever it takes to solve the problem you re working on
• Excellent communication skills and ability to collaborate with a remote team.