Customer Experience Associate

About The OpportunityThe organization is hiring a remote Customer Experience Associate to join its dynamic and expanding Customer Experience Team. The company seeks dedicated, self-driven individuals who wish to grow their career through team-based work in a fast-paced environment and enjoy being customer facing. As an integral member of the team, the Associate will play a key role in troubleshooting routing and mapping challenges and ensuring customers receive accurate, timely support. This role is a great fit for someone who enjoys solving puzzles, investigating complex issues, and is eager to dig into the smallest details to drive big results.

About The OrganizationThe organization is dedicated to improving the safety and efficiency of the nation’s largest mass transit system—school buses. Every day, more than 26 million students rely on 500,000 buses to get to and from school. The logistics of this massive operation are often managed with pen and paper or legacy software. The company aims to modernize school bus management by providing advanced routing technology, dynamic driver navigation, live GPS tracking, and real-time parent communication, ensuring a safer and more efficient experience for families, schools, and communities.

Key ResponsibilitiesThe Customer Experience Associate will play a key support role within the Customer Experience team, assisting in both administrative functions (65%) and customer-facing interactions (35%). Administrative SupportInvestigating and resolving customer routing inquiries, such as discrepancies in turn-by-turn navigation (e. g. , “The route goes left at Stop 18 instead of right when the driver is in navigation.

How do I fix that?”)Proactively troubleshooting reported routing issues, using data analysis and internal resources to find solutionsIdentifying, collecting, and reporting mapping data inconsistencies to improve system accuracyAnalyzing driver feedback and collaborating with internal teams to implement necessary updatesCustomer SupportFollowing up on bug reports, ensuring customers receive timely updates when fixes are implementedAssisting with documentation for feature requests generated by customersCommunicating driver feedback to Transportation Directors, providing insights that enhance operational efficiency.

Assisting Customer Experience Managers with follow-ups on emails, phone calls, and chats related to tablet inquiries, minor routing adjustments, and other customer concernsMaintaining clear and proactive communication with customers regarding mapping changesAnswering routing related phone calls and using internal toolset to train and assist transportation offices with routing questionsRequired QualificationsPrevious experience in a customer-facing roleStrong analytical and problem-solving skills, with the ability to investigate and resolve detailed technical issuesExcellent communication skills, both written and verbal, with a focus on clarity and customer serviceAbility to track multiple ongoing issues, ensuring timely follow-ups and resolutionComfort with experiences that require hands-on attention and learning on the fly - from investigating how to extract data from a new student information system to sitting shoulder-to-shoulder with customers to troubleshoot with them in real timeBenefitsCompetitive Compensation:

Receive competitive equity + salary at a fast-growing startup. Learning & WFH budget: $500/year for home setup & professional growthFlexible PTO policy: Take time off when needed—trust is key!Remote-first culture: Work from anywhere in the U. S. The hiring company is an equal opportunity employer committed to building a diverse and inclusive team. DisclaimerSwooped isn’t the EOR (Employer of Record) for this position. Instead, our role in this specific opportunity is to link outstanding candidates with a top-tier employer.