Rider Support On-Call Staff

Job Description

Salary: $20-$25/hour

Job Title: Rider Support On-Call Staff

Location: Remote, with required onsite training (Roaring Fork Valley, CO)

Compensation: $20$25/hour (paid only when actively engaged)

Schedule: Year-round, with 7-day on-call coverage during high season distributed across multiple staff. Individual team members will be scheduled for select days. Off-season call volume is significantly lower.

Position Summary

The Rider Support On-Call Staff serves as the first point of contact for rider assistance throughout the year, with high engagement during peak months (MaySeptember) and lighter activity in the off-season. This role provides customer support via phone and email, performs basic system checks, and ensures timely communication and issue resolution. Individuals in this position must be strong communicators, detail-oriented, and capable of working independently while representing WE-cycle with professionalism and care.

Key Responsibilities

Serve as the first tier on the rider support phone tree on scheduled days

Respond to incoming rider calls and emails, providing timely and accurate assistance

Resolve common issues such as account access, checkout/return issues, and sign-up questions

Escalate complex or unresolved issues to the Lead or Technician on duty

Perform twice-daily system and station status checks; resolve minor issues or escalate as needed

Maintain documentation and follow communication workflows

Meet established thresholds of engagement based on call volume and rider needs

Participate in monthly onsite meetings (23 hours) for training and team integration

Training Overview

All Rider Support On-Call Staff will complete a structured onboarding process:

Onsite Training: Equipment orientation, system walk-through, and overview of rider experience

Call Training: Shadowing, reviewing call recordings, mock and live calls

Scenario-Based Learning: Practice resolving common issues (e.g., refunds, station errors, account suspensions)

Escalation Protocols: Clear guidelines for escalating beyond current access or expertise

Reporting & Communication Structure

Reports to: Operations Manager

Daily Point of Contact: Lead or Technician on shift

Escalation Path: On-Call Lead/Tech Operations Manager

Operations Manager will review call data weekly and check in with each Rider Support team member to provide feedback and coaching

Qualifications

Strong verbal and written communication skills

Dependable, self-motivated, and comfortable working remotely

Quick learner with attention to detail and a service-oriented mindset

Experience in customer support or bike share operations a plus

Reliable access to a computer and availability to respond during service hours as needed.

This position is ideal for someone who enjoys solving problems, helping others, and contributing to a mission-driven organization focused on sustainable transportation. While the role is remote and part-time, we are committed to building strong year-round connection and inclusion through structured communication, monthly onsite time, and ongoing team engagement. Applicants must be located in Colorado or able to travel to the Roaring Fork Valley at their own expense.

remote work

Part-time

Fully remote