Operations Support Specialist

At SendaRide, our mission is simple but powerful: Empower individuals so they can transform their lives, their families, and their communities by providing exceptional transportation services for those who need it most.We service communities where dependable transportation can be life changing, and we take pride in raising the bar in an industry often defined by inconsistency and poor service.Every ride matters. Every interaction counts.What We OfferSalary: $15–$17 per hourBenefits: Medical and 401(k)Paid Time OffSchedule: Full Time (Transportation services operate outside standard hours, so occasional early mornings, evenings, or weekends may be required)Position OverviewOperational excellence drives our success. As an Operations Support Specialist, you will play a critical role in maintaining seamless trip execution, billing accuracy, and client satisfaction.You will be the primary point of contact for our broker clients, ensuring that every trip meets expectations while supporting internal teams and independent Guides.This role is essential to SendaRide’s operational success and client satisfaction. This is a fast-paced role where accuracy, accountability, and adaptability are essential. You will manage trip assignments, billing processes, and issue resolution to keep operations running smoothly and optimize revenue.Trip Coordination & AssignmentReview, accept, and reject trips based on service area and company guidelinesEngage Guides to maximize availability and ensure trip fulfillmentMonitor broker client portals for ride offers, modifications, and cancellationsBilling, Trip Editing & ComplianceProcess and clear completed trips with accurate billingPerform final fare adjustments and ensure adherence to company policiesComplete trip fare editing, including canceled trip adjustments per company proceduresIssue Resolution & Client SupportTroubleshoot trip-related issues, providing timely and accurate supportAddress and escalate urgent situations for swift resolutionCommunicate with broker clients and internal teams to resolve discrepancies and optimize processesGuide SupportProvide empathetic, clear, and policy-compliant support to GuidesEnsure Guides have the tools and information needed for successful trip completionRequirementsExceptional attendance is a requirement to fulfill role expectationsAccess to a dedicated, quiet workspaceHigh-speed internet accessProficiency in Microsoft Suite and SendaRide's technology platformAbility to learn and adapt to evolving software and workflowsFluency in English (written and spoken)Flexibility to pivot between tasks as operational needs shiftDemonstrated expertise in customer support, troubleshooting, and problem resolution1+ years’ experience in operational support or relevant fieldAdditional InformationProtected Health Information (PHI): This position may have access to PHI and will be required to maintain HIPAA standards related to patient confidentialityThis position will have access to sensitive information and will be required to maintain confidentiality and adhere to established privacy and security policies, reflecting our commitment to ethical conduct and accountability