Employee Experience Associate

About the role

The Employee Experience Associate is a key member of our Employee Experience team, focused on delivering exceptional, consistent support to our W-2 employee drivers. You will prioritize the employee experience by assisting off-the-road drivers with general support, policy clarification, and scheduling questions, via phone, chat, and tickets. This includes ensuring each interaction is clear, consistent, and centered on a positive, high-quality “white glove” experience for our employees, who are at the core of our service. Your role plays an important part in setting our employees up for success.

While the core role is supporting our employees, this role may also support our customers (riders) during peak times or team absences by managing support channels, monitoring trips, and proactively communicating with customers impacted by service delays or account issues.

This role will be expected to work a Tuesday - Saturday schedule, with some evening hours required to support business needs.

What you’ll do

• Employee Support: Deliver exceptional off-the-road support to employees via phone, chat, and Zendesk ticketing, focusing on scheduling, attendance, and policy clarification, and appropriately redirecting HR or Payroll-related issues.
• Ticket & Queue Management: Manage Zendesk queues, ensuring timely responses, maintaining SLA adherence, and delivering accurate and thorough resolutions for all employee and customer inquiries.
• Employee Appeals: Review and document employee appeals related to safety scores or policy violations, escalating findings to the appropriate departments when necessary.
• Data Security: Handle all employee information, disciplinary documentation, and Personally Identifiable Information (PII) with the utmost discretion and compliance with Atoms’ data privacy and security standards.
• Driver Feedback Tracking: Document and accurately categorize customer-reported driver complaints, ensuring each instance is logged for Market Operations follow-up.
• Customer Support: When necessary, handle inbound customer calls and texts for (via Hubspot and UJET), professionally addressing and resolving trip-related or account concerns.
• Team Engagement: Actively participate in required team meetings to share trends, process improvements, and updates on driver and customer sentiment.

What we´re looking for

• 1+ years of experience in a high-touch customer and/or internal support role.
• High school diploma or equivalent
• Strong interpersonal skills with a desire to help others.
• Superior written and verbal communication skills. Ability to articulate complex policies clearly while conveying empathy and confidence to both customers and employees.
• Exceptional attention to detail and a demonstrated ability to consistently and accurately interpret, apply, and defend complex company policies (e.g., attendance, scheduling, safety appeals).
• Commitment to discretion & integrity when managing sensitive information (PII, disciplinary records, etc), ensuring full compliance with Atoms’ data privacy and security protocols.
• Tech-savvy and comfortable navigating multiple software systems simultaneously (CRM, scheduling, timekeeping)
• Proven ability to manage high-volume support queues while consistently meeting team goals and SLAs
• Ability to work atypical hours when needed, including evenings and/or Saturdays.

Bonus Points (Preferred Qualifications)

• Associate’s degree
• Direct experience working with core CRM systems such as Zendesk, HubSpot, or UJET.
• Direct experience supporting internal employees or drivers on operational, scheduling, or timekeeping topics.

Perks of the ride

• Competitive base salary and bonus in a high-growth startup
• Medical, dental and vision insurance
• 401k with company match
• Flexible Paid Time Off
• Free membership and monthly credit to ride

What else you need to know

This role is based in our Dallas office. Atoms is a company driven by invention and continuous change - we are constantly reimagining our industries, building new products, and refining how we operate. We do our best work together. That’s why all of our office-based teams work onsite, five days a week.

The base salary range for this role is $50,000 - $70,000 per year.

Base salary is just one part of your total rewards package. You may also be eligible for equity awards.

Benefits Summary (USA Full-Time Exempt Employees):

• Medical, Dental, Vision, Disability, and Life Insurance
• Flexible Spending Account / Health Savings Account Options
• 401(k)
• Equity
• Sick Time, Unlimited Flexible Time Off, and Paid Holidays
• Paid Parental Leave
• Pre-Tax Commuter Benefit Plan

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