Customer Service Executive

Overview

We are looking for a Customer Service Executive at Throo who is able to provide multi-channel assistance to our riders and driver-partners in New York City. Responsibilities include rectifying operational concerns—such as billing conflicts, account verification, and safety matters—while ensuring meticulous record-keeping in CRM software and strict adherence to data privacy mandates like the NY SHIELD Act. The position requires proficient problem-solving abilities and a foundational understanding of local transportation regulations.

Key Responsibilities

• Providing timely and accurate support to riders and driver-partners via hotline, email, and in-app chat channels.

• Resolving a wide range of customer issues including trip disputes, payment discrepancies, account verification, safety concerns, and lost-and-found items.

• Delivering support fluently in both Spanish and English so that Spanish-speaking riders and driver-partners receive a seamless, native-language experience.

• Documenting all customer interactions accurately in our CRM system while maintaining strict compliance with applicable U.S. and New York State data-privacy laws, including the NY SHIELD Act.

• Escalating complex or sensitive cases (e.g., safety incidents, NYC TLC regulatory or complaint matters) to the Team Lead with comprehensive context and documentation.

• Assisting driver-partners with onboarding queries, TLC driver license and vehicle documentation checks, and platform navigation support.

What You Will Need

• Qualifications: High school diploma or equivalent (GED) required; an associate’s or bachelor’s degree is a bonus.

• Experience: 1–2 years of frontline customer service experience, preferably in a fast-paced environment (transport/logistics/tech sectors highly preferable).

• Technical Knowledge: Solid understanding of U.S. consumer data-privacy obligations (e.g., the NY SHIELD Act) and a strong commitment to safeguarding customer data. Familiarity with CRM systems and comfort working with digital tools/platforms.

• Skill Proficiencies: Proficient at handling high-volume inquiries across multiple channels simultaneously while maintaining service quality. Excellent problem-solving skills with the ability to de-escalate tense situations calmly and professionally.

• Language Proficiencies: Fluent Spanish (written and spoken) is required, with native or near-native proficiency strongly preferred; fluent professional English (written and spoken) is also required, to serve New York City’s diverse rider and driver-partner base.

Good to Have

• Prior experience in the ride-hailing, for-hire vehicle (FHV), taxi, or broader transportation sector in New York City.

• Working knowledge of New York City Taxi & Limousine Commission (TLC) rules governing High Volume For-Hire Services (HVFHS), including driver TLC licensing, vehicle licensing, and wheelchair-accessible-vehicle (WAV) requirements.

• Experience handling safety-related incidents or vulnerable customer situations.

• Basic proficiency in data entry and reporting to support weekly service metrics tracking.

• Demonstrated empathy and cultural sensitivity when interacting with riders and driver-partners from diverse backgrounds.

• Familiarity with New York City geography across the five boroughs and common rider/driver pain points.

• Awareness of NYC TLC driver-pay (minimum earnings) standards and congestion-pricing rules, and how they affect driver-partner earnings.