Driver Support Specialist

ABOUT 8FLEET 8Fleet is a rapidly growing technology and logistics startup building the operational infrastructure for both autonomous and non-autonomous rideshare fleets. As we expand into new markets, we're looking for a Driver Support Specialist to help our Head of Central Operations make sure every driver who reaches out gets a fast, accurate, and well-written answer. ABOUT THE ROLE Central Operations owns the processes and programs that run across every 8Fleet market, and driver support is one of the clearest windows into how that operation is working. Every ticket is a driver telling us where something broke, from onboarding to shift to vehicle handoff to pay. As a Driver Support Specialist, you'll work our Zendesk queue day to day: resolving tickets, getting escalations to the right team, and following through until each one is closed. You'll also help us answer faster and more consistently by building macros and template responses, so drivers get clear, accurate, on-brand replies every time. This is an on-site role at our Los Angeles HQ. KEY RESPONSIBILITIES Work the Zendesk Queue: Triage, prioritize, and resolve driver tickets with accuracy, speed, and care. Communicate Clearly: Write clear, professional responses to drivers, with the right tone for every situation. Build Consistency: Create and maintain macros, template responses, and tags in Zendesk so answers stay consistent and repeat issues take less time. Route Escalations: Hand off issues to the right internal teams, including HR, payroll, maintenance, and market operations, and follow up until they are resolved. Track the Numbers: Monitor response and resolution times and flag backlog or recurring issues early. Spot Patterns: Identify ticket trends and share what drivers are telling us with Central Operations. Keep Content Current: Keep support documentation and help content accurate as policies and markets change. QUALIFICATIONS Experience in customer or driver support, ideally in a rideshare, delivery, or marketplace environment. Excellent written communication: strong grammar, a good ear for tone, and the ability to turn common questions into clear template responses. Strong follow-through on tickets and across teams, and comfort reaching out to HR, payroll, and other internal partners to get answers for drivers. Empathy for drivers and sound judgment on when to resolve, when to escalate, and when to suggest a process change. A bias toward action and comfort figuring things out without a playbook. NICE TO HAVE Hands-on Zendesk experience, including macros and views. Experience working in a Greenlight Hub (Uber Greenlight activation hub) or a similar driver-facing support environment. COMPENSATION $24/hour EQUAL OPPORTUNITY EMPLOYER 8Fleet is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Disclaimer: This job description may be updated at any time without prior notice.