About Onward

At Onward, we're nurturing wellbeing - one ride, one visit, one moment of connection at a time. Our door-through-door Companion rideshare services and transportation management platform help individuals with mobility and cognitive challenges access healthcare, community resources, and daily essentials. We work with healthcare systems, PACE programs, public transportation agencies, and health plans to improve care access, reduce missed appointments, and relieve the burden of caregiving.

If you thrive in fast-moving environments, love wearing multiple hats, want to help shape a category-defining business and lead a high-performing team, we want to talk.

Reports To:Senior Manager of Support & Dispatch Operations

Location:Remote (Anywhere USA) - Must be able to work PST schedule.

Pay Range:$17.00-$20.00/hr

Expected hours: 40.0 per week/some weekends/4-10 hour shifts

Overview

As a Support Specialist, you’ll be the voice and heart of our rider experience, ensuring that every trip is safe, smooth, and supportive. This role is perfect for someone who thrives on helping others, loves problem-solving, and is energized by working in a fast-moving startup environment.

What You’ll Do:

• Be the first point of contact for riders, caregivers, and drivers via phone, chat, and email
• Support riders who's primary language is Spanish or English
• Handle ride bookings, support requests, and AI-overflow calls with empathy and efficiency
• Step in when automation needs a human touch - partnering seamlessly with AI support agents
• Coordinate trip details with drivers and partners to ensure on-time, accurate service
• Support riders with common needs: lost items, updated instructions, ETAs, cancellations, or delays
• Keep support tickets up to date in Zendesk with clear, thoughtful communication
• Flag recurring issues and edge cases, helping improve workflows and automation
• Review and process refunds or credits, escalating when necessary

What You Bring: