We’re hiring a Support & Enablement Specialist to join BusRight - a fast-growing transportation tech company backed by investors from Uber, SpaceX, and Notion - to scale magical customer experiences. In this role, you’ll work closely with our Support Operations team to tackle support requests from key stakeholders, transform data into actionable insights, and seamlessly manage support-related projects and tasks.

At BusRight, we're dedicated to increasing the safety and efficiency of our nation’s largest mass transit system - school buses. More than 26 million students ride ~500,000 buses to and from school daily. The logistics of this enormous and impactful operation are currently managed on pen & paper or legacy software. We’re on a mission to make school buses safer and more efficient for families, schools, and communities nationwide with a unified transportation management system - including advanced routing technology, dynamic driver navigation, live GPS tracking, and real-time parent communication.

Responsibilities

As a Support & Enablement Specialist, you'll play a pivotal role in empowering our Customer Experience team to deliver an unparalleled white-glove concierge service–creating customer loyalty so strong that one of our customers even got a tattoo of our logo (no seriously, check it out!). Your contributions will be at the heart of building exceptional customer experiences and creating memorable engagements every single day.

• Owning Tier 1 customer support requests via live chat and email, ensuring each customer receives a timely response and resolution. This includes tagging every request and updating ticket statuses to later analyze trends and recurring issues.
• You’ll be responsible for investigating and troubleshooting customer issues like “Why can’t I add this student to Route 5?” and escalating to the account’s Customer Experience manager, as needed.
• Supporting customer onboarding and data migration experiences, from implementation through adoption and ongoing success.
• Analyzing usage data and creating regular actionable reports and assets for both internal and external stakeholders on a regular basis, such as School Board Impact Reports or Bus Driver Performance Analysis.
• Manage and drive new initiatives to scale our magical customer experiences; including Helpdesk maintenance, SOP documentation, CSP automation, and more.