Customer Experience Associate

About The Opportunity The 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 Organization The 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 Responsibilities The 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 Support

• Investigating 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 solutions
• Identifying, collecting, and reporting mapping data inconsistencies to improve system accuracy
• Analyzing driver feedback and collaborating with internal teams to implement necessary updates

Customer Support

• Following up on bug reports, ensuring customers receive timely updates when fixes are implemented
• Assisting with documentation for feature requests generated by customers
• Communicating 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 concerns
• Maintaining clear and proactive communication with customers regarding mapping changes
• Answering routing related phone calls and using internal toolset to train and assist transportation offices with routing questions

Required Qualifications

• Previous experience in a customer-facing role
• Strong analytical and problem-solving skills, with the ability to investigate and resolve detailed technical issues
• Excellent communication skills, both written and verbal, with a focus on clarity and customer service
• Ability to track multiple ongoing issues, ensuring timely follow-ups and resolution
• Comfort 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 time

Benefits

• Competitive Compensation: Receive competitive equity + salary at a fast-growing startup.
• Learning & WFH budget: $500/year for home setup & professional growth
• Flexible 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. Disclaimer Swooped 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.