Customer Experience Associate

Sally’s mission is to be the most trusted vehicle and service provider for professional drivers. We operate a large fleet of vehicles that we provide to rideshare, last mile, and taxi drivers on a flexible basis. We invest heavily in our technology and our people to deliver best-in-class service to our customers.

Role Overview The Customer Experience Associate is responsible for delivering best-in-class customer service to Sally’s prospective and existing drivers by providing fast, accurate, and professional support across in-person, phone, and email interactions.

This role supports customer onboarding, account management, and daily service needs while ensuring drivers have a seamless experience renting, returning, and maintaining their vehicles. The Customer Support Associate plays a critical role in keeping customers informed, supported, and satisfied—driving long-term retention and strong operational performance.

Reports to: Manager of Operations

Employment Type: Full-Time

Compensation Type: Hourly

Expected Hours: Business Hours

Success in this role looks like customers receiving fast and accurate support, seamless onboarding and vehicle handoffs, high customer satisfaction across all service interactions, and disciplined adherence to company policies with rapid adoption of new processes and operational standards.

Key Performance Metrics Include

• CSAT (Customer Satisfaction Score)
• On-time task completion (timely completion of launches and returns, completion of post-accident information intake, etc.)
• Response time / time-to-resolution
• Onboarding completion accuracy
• Customer retention support outcomes
• Operational error rate (documents, accounts, vehicle processes)
• Upsells of add-on services

What You’ll Do

• Serve as first-line support for all customer interactions in person, on the phone, and via email.
• Complete driver onboarding, including pricing communication, contract execution, upselling add-on services, and vehicle matching.
• Provide best-in-class customer service using strong knowledge of the rideshare industry and Sally policies.
• Manage driver and vehicle accounts and ensure records remain accurate and up to date.
• Operate a cash register and manage daily cash flow (if applicable)
• Support a seamless vehicle rental process by preparing documentation, processing returns, and coordinating physical recoveries.
• Schedule vehicles for service and repairs and coordinate with internal teams as needed.
• Ensure necessary information is captured in a timely and complete manner following accidents to enable driver charge and claims processes to happen efficiently and effectively
• Identify recurring customer issues and escalate trends to leadership to improve customer experience and operational processes.
• Complete additional tasks assigned by your manager to support daily branch operations.

What We Look For

• Customer service experience with strong communication skills.
• Strong customer-first mindset and comfort working directly with people all day.
• High attention to detail and ability to complete documentation accurately.
• Ability to manage multiple tasks and prioritize effectively.
• Patience and professionalism when handling escalations or difficult customer situations.
• Availability to work Monday–Friday as well as rotating weekends and holidays.
• Spanish proficiency is a plus.

Benefits

• PTO days
• 401k
• Medical, dental, and vision contribution plans
• Team lunches onsite

Compensation range: $50,000-$55,000 ($24 - $27 Hourly)

• Offer amounts within our ranges are based on skills, experience, relevant education or training, and other job-related factors. At Sally, we believe in making thoughtful decisions around compensation to ensure the growth and development of our employees. We want you to grow with us as our company grows!