Customer Service Coordinator

Role overview

This contract role is focused on supporting passengers in real time during autonomous vehicle rides. The coordinator will act as a calm, reassuring point of contact, helping riders feel safe and informed while also managing incidents, escalations, and onboarding. The position plays an important part in improving the overall ride experience through feedback collection, documentation, and continuous service refinement.

Core responsibilities

• Provide live assistance to passengers through hotline and ticket-based support channels.
• Respond calmly to questions and issues such as route changes, delays, boarding uncertainty, or unfamiliarity with autonomous vehicle features.
• Offer clear explanations and reassurance when rides stop, routes are adjusted, or other unexpected situations arise.
• Manage support before and after rides, including timely follow-up on passenger tickets.
• Act as the main contact for riders during live autonomous trips through in-vehicle audio communication.
• Support passengers during safety-sensitive situations such as vehicle stoppages, minor accidents, or discomfort.
• Follow emergency procedures and coordinate between passengers, internal safety personnel, and local emergency responders when necessary.
• Escalate matters to roadside support or control center teams when additional intervention is required.
• Complete thoughtful and professional post-incident follow-ups with accurate documentation and passenger care.
• Gather and summarize passenger feedback, identifying recurring points of confusion and usability issues for product and operations teams.
• Participate in journey mapping, quality checks, and ride simulations to help improve the end-to-end experience.
• Suggest practical improvements to workflows, scripts, and product features that can raise service quality.
• Help first-time riders understand what to expect, including safety features, seatbelt use, emergency buttons, and in-ride communication tools.
• Keep FAQs and onboarding resources current so passengers feel prepared and confident.
• Lead onboarding sessions, both online and face to face, for groups that need extra support such as older adults or passengers with accessibility requirements.

Candidate profile

• A bachelor’s degree or diploma in a relevant subject is required.
• At least 1 year of experience in a customer-facing support position, preferably in services or mobility-related environments.
• Working knowledge of Google Docs, Google Sheets, and Google Slides for everyday tasks and reporting.
• Familiarity with support tools such as D365, Slack, Jira, or Zendesk.
• Experience supporting passengers in public transport, aviation, hospitality, or ride-hailing settings will be considered an advantage.

Application and privacy notice

Applicants may submit their details through the application system or email the application to [email protected]. Only shortlisted candidates will be contacted.

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Morgan McKinley Pte Ltd, Koh Boon Sien, EA Licence No: 11C5502, EA Registration No: R1110345.