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 Offer

• Salary: $15–$17 per hour

• Benefits: Medical and 401(k)

• Paid Time Off

• Schedule: Full Time (Transportation services operate outside standard hours, so occasional early mornings, evenings, or weekends may be required)

Position Overview

Operational 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 & Assignment

• Review, accept, and reject trips based on service area and company guidelines

• Engage Guides to maximize availability and ensure trip fulfillment

• Monitor broker client portals for ride offers, modifications, and cancellations

Billing, Trip Editing & Compliance

• Process and clear completed trips with accurate billing

• Perform final fare adjustments and ensure adherence to company policies

• Complete trip fare editing, including canceled trip adjustments per company procedures

Issue Resolution & Client Support

• Troubleshoot trip-related issues, providing timely and accurate support

• Address and escalate urgent situations for swift resolution

• Communicate with broker clients and internal teams to resolve discrepancies and optimize processes

Guide Support

• Provide empathetic, clear, and policy-compliant support to Guides

• Ensure Guides have the tools and information needed for successful trip completion

Requirements

• Exceptional attendance is a requirement to fulfill role expectations

• Access to a dedicated, quiet workspace

• High-speed internet access

• Proficiency in Microsoft Suite and SendaRide's technology platform

• Ability to learn and adapt to evolving software and workflows

• Fluency in English (written and spoken)

• Flexibility to pivot between tasks as operational needs shift

• Demonstrated expertise in customer support, troubleshooting, and problem resolution

• 1+ years’ experience in operational support or relevant field

Additional Information

• Protected Health Information (PHI): This position may have access to PHI and will be required to maintain HIPAA standards related to patient confidentiality

• This 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