Operations And Customer Service Associate

Operations and Customer Service Associate

Part Time – £14.50 per hour

Location: hybrid or fully remote

About RideTandem (www.ridetandem.com)

RideTandem is a tech-for-good startup on a mission to enable sustainable commuting for all. Our technology enables green, flexible transport that connects people with vital work and educational opportunities.

We’re growing - fast. We’re on track to be one of Europe’s top 20 fastest growing companies on the FT1000 list, and we’ve delivered 1000x revenue growth since our launch in Q4 2019. Across that time we’ve delivered over 2 million journeys, enabled our passengers to earn over £38 million in wages, and offset over 9000 MT in carbon emissions.

Our team believes in four simple values: driving impact, building partnerships, growing sustainably and going the extra mile. We apply these values not just to the way we work with our B2B customers, transport operators and our passengers, but also the way we work with one another. As a RideTandem team member you’ll have the opportunity to ‘work from anywhere’, with regular opportunities to catch up with your colleagues both online and in-person. We also have an award winning employee recognition culture, private health insurance and a generous annual leave offering of 28 days* (plus bank holidays).

*As this role is a part time role, this allowance will be adjusted pro-rata

About the role

You’ll be part of a growing and diverse team, working directly alongside our Head of Operations and other Operations team colleagues. The role will be extremely fast paced at times and will provide an opportunity to develop a range of skills whilst playing a crucial role in the company’s growth.

The role encompasses a range of Customer Service, Operations and administrative tasks, so you’ll need to be brilliant with people with an eye for detail. No two days at RideTandem are the same, and you’ll be involved in a range of tasks from monitoring live journeys and supporting customers via email, phone and chat, to working alongside our account management team to provide more complex support. We also offer regular online training sessions, and the opportunity to progress your career by getting involved in improvement projects or working with different departments.

This is a rare opportunity to join a fast-growing, ambitious startup with global ambitions, with scope for the right candidate to grow into many other roles as the business develops. We need someone independent who we can rely on to get their job done effectively and efficiently, however you will receive as much support and training as you need. This may mean doing slightly different hours for the first week while we settle you in, but training hours would be mutually agreed to make sure you receive training at a pace that suits you. Familiarity with Google Suite, as well as experience in Customer Service, account management or other similar roles would both be advantageous, but is not essential.

We are currently hiring for two part time positions of 18 hours per week each. The core working hours for each role are:

Role 1: Monday (5am-11am), Friday (5am-11am), Sunday (5am-11am)

Role 2: Monday (2pm-8pm), Thursday (1pm-7pm), Sunday (5pm-11pm)

Our Operations team works 24/7, so there are multiple support teams working throughout the day and night. There’s therefore also the opportunity to take on additional paid overtime shifts. There may from time to time be a need to change your hours slightly (for example, to help provide holiday cover) - any variations to your hours would be mutually agreed in advance with your line manager.

Key Responsibilities

• Day to day responsibility for ensuring all of RideTandem’s services run smoothly, including monitoring and support live journeys and providing proactive support in the event of any issues
• Being the first point of support for live journeys via phone, email and chat
• Supporting passengers, transport providers and B2B customers on a variety of queries, via phone, email and chat
• Carrying out a number of key administrative tasks, for example setting up journeys in our backend and processing passenger payments
• Helping to proactively manage relationships and ensure that accounts across all levels, from our smallest to our largest clients, are continually delighted with our services

We’re a growing team, so there will be opportunities to take on other work or projects in the business. As such, there is a huge opportunity for the role and responsibilities to grow with you.

About you…

• You enjoy being part of a small but fast-growing team, solving meaningful problems and are motivated by our purpose and mission
• You’re a confident all-rounder, with a proven ability to think on your feet
• You have a proven ability to to juggle and prioritize multiple time-sensitive tasks
• You’re able to work under pressure, with experience in turning problems of all sizes into positive outcomes
• You’re a ‘people person’ with strong listening skills and excellent written and spoken communication skills, including telephone etiquette
• You’re detail oriented and proactively spot problems before they happen
• You’re confident using office computer software and adapting to new tech - prior experience with Google Drive or Microsoft Office is preferred but not essential
• German language skills or experience in the passenger transport industry would be advantageous but are not essential for this role.

What we offer

• The opportunity to work towards a meaningful mission with a team committed to doing good in the world
• Flexible working locations with the opportunity to work in-person, hybrid or fully remote
• The ability to “work from anywhere”, both within the UK and abroad
• Regular opportunities to catch up online and in-person with a super friendly team
• Award-winning employee recognition culture
• Tax-advantaged options scheme (so that you own a bit of the company too!)
• Private health insurance through Vitality healthcare
• Confidential financial wellbeing support provided by Mintago
• Enhanced employer pension contribution
• Macbook Air for you to work from, plus other equipment needed to carry out your role
• 28 days per year annual leave plus bank holidays, plus additional annual leave after 2 years of service (adjusted pro-rata)

Working Details

This is a part-time role, and you can choose whether to work remotely, in-person or hybrid. Our colleagues are based across the UK and Germany, and you’d be welcome to use our HQ office in Holborn in London at any time. You’ll be provided with the equipment you need to be able to carry out your role, including a Macbook Air to work from.

As a remote-first business, we hold monthly virtual team socials and weekly virtual all-hands meetings to make sure we’ve got a chance to connect. We also host quarterly in-person team away days, where we cover key business updates, in-person working sessions and a chance to unwind with the whole team with activities like bowling, minigolf, karaoke, escape rooms or VR darts.

Our Operations team is a 24/7 team, so working hours include weekends and bank holidays. If you end up working a bank holiday, you’ll receive additional pay and TOIL in return. If you have any queries around the specified working hours, or have availability outside of the specified hours, please let us know in your cover letter.

How to apply:

If you’re interested in working with us, please submit your CV and a cover letter outlining your interest in and suitability for the role. Don’t forget to include details of which role/s you are applying for!

We can only accept applicants that have the right to work in the UK or Germany.

If you have any questions – please get in touch by emailing and we’ll be happy to help!

We’re an equal opportunity employer dedicated to building a diverse and inclusive team. We really do want applications from a range of candidates. If you can do most of the above, but you’ve got a nagging doubt that it’s not quite everything or the core hours illustrated aren’t quite what you’re looking for - please do go ahead and apply. If you explain why you’re a great candidate - we promise to consider your application carefully.

Job Type: Part-time

Pay: £14.50 per hour

Expected hours: No less than 15 per week

Benefits:

• Company pension
• Financial planning services
• Free parking
• On-site parking
• Private medical insurance
• Work from home

Work Location: Remote