[Hiring] Customer Support & Operations Specialist @WELCOME

Role Description

The Customer Support & Operations Specialist, S-rides at Welcome Pickups, will be a key driver position of a world-class guest and driver experience for our Sightseeing Rides (S-Rides). You’ll own high-impact escalations across customers, drivers, and platforms, and turn real on-the-ground issues into scalable improvements through playbooks, workflows, inbox architecture, and enablement for the broader Support team. At the same time, you’ll help power our growth by supporting new city launches end-to-end, from tour research and supplier outreach to city playbooks and support readiness.

• Support Escalations, Operations & Enablement
  • Own complex customer support escalations (refunds, complaints, itinerary changes, platform disputes).
  • Partner cross-functionally with S-Rides Ops, Support, and Finance/Legal to resolve cases efficiently.
  • Identify, tag, and analyze root causes and recurring escalation themes.
  • Design, maintain, and evolve SOPs and playbooks by request type.
  • Create and maintain Intercom macros/templates and inbound routing guides.
  • Own and continuously improve escalation guardrails (refund, gesture, rebooking frameworks).
• Inbox Architecture, Routing & Platform Inputs
  • Owns Intercom inbox architecture (inboxes, tags, assignment rules, chat paths).
  • Ensures platform messages are routed to the correct Intercom inbox.
  • Defines and maintains a tagging/taxonomy structure.
  • Identifies routing gaps and improves workflows.
• Automation & AI-enabled Solutions (Cross-functional)
  • Supports improvements in Intercom workflows, automation, and AI-assisted tooling.
  • Supports chatbot and self-serve flows on S-Rides pages.
  • Drives adoption of tooling changes through lightweight rollout notes and ongoing feedback loops.
• Expansion Support: New City Launch Readiness
  • Supports end-to-end launch readiness for new cities.
  • Creates and maintains city playbooks.
  • Ensures Support readiness before go-live.
  • Supports launch checklists and cross-team coordination.
• Performance Monitoring & Continuous Improvement
  • Tracks and reports on key support KPIs.
  • Identifies trends and recurring friction points.
  • Produces a weekly/monthly snapshot on top escalation drivers and operational risks.

Qualifications

• 2-4 years in Customer Support, Support Operations (CX Ops), Operations, or a similar role.
• Bachelor’s degree in Operations, Business, Engineering, Analytics, Economics, or a related field (or equivalent hands-on experience in operations).
• Excellent written and verbal communication skills in English. Any other language skills will be considered a plus.
• Proven ability to work in fast-paced, data-driven environments.
• Comfortable working with data and KPIs (SLA/first response, resolution time, backlog health, routing accuracy, CSAT).
• Strong Excel/Google Sheets skills; SQL is a plus.
• Understanding of workforce allocation strategies and cost-efficient operational adjustments.
• Self-motivated with the ability to work independently; strong sense of ownership.
• A friendly and upbeat personality.
• Digital native: fluent in web and digital technologies.

Benefits

• Vibrant and fresh work environment.
• Flexible work-from-home policy.
• The tools you need to perform your daily tasks successfully.
• L&D personal budget.
• Private Insurance Plan.
• +4 extra PTO days annually.
• The unique opportunity to join “the next big thing” at ground level.