CRM Coordinator (Customer Operations & Ticket Execution)

Job Title: CRM Coordinator (Unpaid Internship)Location: RemoteType: Part-time / FlexibleDuration: 6 Months (extendable based on performance with payroll opportunities)About PocketridePocketride is a forward-thinking ride-sharing platform revolutionizing urban transportation through the power of AI. Headquartered in Sarnia, Ontario, our mission is to make commuting smarter, more sustainable, and community-driven. As we prepare to scale across regions, we are building a passionate, innovative team that thrives on solving real-world mobility challenges.Role SummaryAs the hands-on executor of the support process, you are responsible for managing ticket queue discipline and adhering to standard procedures to ensure swift and accurate resolution of cases — including refunds, cancellations, and rider or driver concerns. If the CRM Specialist is the architect of the system, you are its engine, driving day-to-day support operations with efficiency and consistency.You will ownTicket execution inside HubSpotProper tagging, categorization, logging activity, closing the loopDocumentation (case notes, resolution history)Weekly hygiene: no unassigned, untagged or stale ticketsKey ResponsibilitiesRespond to tickets from riders & drivers (chat/email/phone)Update fields, log conversation history, and close tickets properlyFollow refund, cancellation, lost item, and dispute processesSurface repetitive issues to CRM SpecialistWhat Success Looks LikeResponse Time: You maintain an average response time of under 5 minutes.Speed of Action: You take fast action — no unnecessary waiting.Resolution: Most cases are resolved within 24 hours, meeting or exceeding SLAs.Accuracy: You achieve 100% tagging accuracy to ensure clean data and reliable insights.Dashboard Quality: You keep the support dashboard organized and insight-ready.Escalations: Less than 10% of cases require escalation.Empowered Users: You enable meaningful self-resolution through clear communication and helpful resources.Required SkillsExcellent documentation discipline (if it’s not logged, it didn’t happen)Process follower mindsetStrong communication and empathy