Atoms The Employee Experience Associate supports W-2 employee drivers by providing scheduling, policy, and general support via phone, chat, and tickets. The role also manages Zendesk queues and may support customers during peak times.
Responsibilities
The Employee Experience Associate is a key member of our Employee Experience team, focused on delivering exceptional, consistent support to our W-2 employee drivers. You will prioritize the employee experience by assisting off-the-road drivers with general support, policy clarification, and scheduling questions, via phone, chat, and tickets. This includes ensuring each interaction is clear, consistent, and centered on a positive, high-quality “white glove” experience for our employees, who are at the core of our service. Your role plays an important part in setting our employees up for success.
While the core role is supporting our employees, this role may also support our customers (riders) during peak times or team absences by managing support channels, monitoring trips, and proactively communicating with customers impacted by service delays or account issues.
This role will be expected to work a Tuesday - Saturday schedule, with some evening hours required to support business needs.
Employee Support: Deliver exceptional off-the-road support to employees via phone, chat, and Zendesk ticketing, focusing on scheduling, attendance, and policy clarification, and appropriately redirecting HR or Payroll-related issues.
Ticket & Queue Management: Manage Zendesk queues, ensuring timely responses, maintaining SLA adherence, and delivering accurate and thorough resolutions for all employee and customer inquiries.
Employee Appeals: Review and document employee appeals related to safety scores or policy violations, escalating findings to the appropriate departments when necessary.
Data Security: Handle all employee information, disciplinary documentation, and Personally Identifiable Information (PII) with the utmost discretion and compliance with Atoms’ data privacy and security standards.
Driver Feedback Tracking: Document and accurately categorize customer-reported driver complaints, ensuring each instance is logged for Market Operations follow-up.
Customer Support: When necessary, handle inbound customer calls and texts for (via Hubspot and UJET), professionally addressing and resolving trip-related or account concerns.
Team Engagement: Actively participate in required team meetings to share trends, process improvements, and updates on driver and customer sentiment.
What we ́re looking for
1+ years of experience in a high-touch customer and/or internal support role.
Qualification
Associate’s degree
Preferred
Associate’s degree
Direct experience working with core CRM systems such as Zendesk, HubSpot, or UJET.
Direct experience supporting internal employees or drivers on operational, scheduling, or timekeeping topics.
