Support & Enablement Specialist

We’re hiring a Support & Enablement Specialist to join - a fast-growing transportation tech company backed by investors from Uber, SpaceX, and Notion - to scale magical customer experiences. In this role, you’ll work closely with our Support Operations team to tackle support requests from key stakeholders, transform data into actionable insights, and seamlessly manage support-related projects and tasks.

At BusRight, we're dedicated to increasing the safety and efficiency of our nation’s largest mass transit system - school buses. More than 26 million students ride ~500,000 buses to and from school daily. The logistics of this enormous and impactful operation are currently managed on pen & paper or legacy software. We’re on a mission to make school buses safer and more efficient for families, schools, and communities nationwide with a unified transportation management system - including advanced routing technology, dynamic driver navigation, live GPS tracking, and real-time parent communication.

Responsibilities

As a Support & Enablement Specialist, you'll play a pivotal role in empowering our Customer Experience team to deliver an unparalleled white-glove concierge service–creating customer loyalty so strong that one of our customers even got a tattoo of our logo (no seriously, ). Your contributions will be at the heart of building exceptional customer experiences and creating memorable engagements every single day. 

• Owning Tier 1 customer support requests via live chat and email, ensuring each customer receives a timely response and resolution. This includes tagging every request and updating ticket statuses to later analyze trends and recurring issues.
• You’ll be responsible for investigating and troubleshooting customer issues like “Why can’t I add this student to Route 5?” and escalating to the account’s Customer Experience manager, as needed.
• Supporting customer onboarding and data migration experiences, from implementation through adoption and ongoing success.
• Analyzing usage data and creating regular actionable reports and assets for both internal and external stakeholders on a regular basis, such as School Board Impact Reports or Bus Driver Performance Analysis.
• Manage and drive new initiatives to scale our magical customer experiences; including Helpdesk maintenance, SOP documentation, CSP automation, and more.

What you bring to the team

• You have experience in customer success, customer support, operations, or other related roles.
• You’re organized, detail-oriented, and you don't let things slip through the cracks.
• You’re a talented writer and genuine communicator - your tone is approachable and personable but communicates confidence.
• You are comfortable with experiences that require your hands-on attention and learning on the fly. While life at a startup can sometimes be fast-paced, you approach challenges with creativity and dedication, always keeping our customers' success as your top priority.
• You thrive with extreme autonomy in a remote environment.
• You embody our .
• Ability to work East Coast business hours to align with team and customer needs.

What you’ll get

• Competitive Compensation: You’ll receive competitive compensation at a fast-growing startup that recently raised a $7M Series A financing round, poised to transform the largest mass transit system in the U.S.
• The Best Customers Ever: You’ll engage with some of the most down-to-earth and kind individuals across the country. The salt-of-the-earth nature of student transportation means you get to have authentic and genuine interactions all day.
• Resources & Access: You'll be equipped with industry-leading tools and a network to grow personally and professionally. This includes direct support from investors and advisors. The BusRight network will become your network. With advisors and team members eager to support your personal development, we will ensure you have the opportunity to learn from leaders who have built iconic transportation + edtech companies such as Quizlet and Kayak and renowned CS experts.
• Strategic Influence: Working side-by-side with BusRight's Support Operations Lead, you'll have an opportunity to design strategic customer success efforts, create scalable systems, and solve challenges to help unlock new value for our customers and team.
• A Scrappy Team That Puts Customers First: BusRighters and student transportation leaders are down-to-earth, compassionate, and fun individuals to be around who come from various backgrounds - from seasoned transportation leaders to ambitious technologists. You’ll have support from the whole team in your efforts - from our operations & sales leaders to our product managers & engineers.

We believe that your longevity at BusRight is an asset, and the deepest and most successful relationships are built when our backs are up against a wall. We believe in doing things so kind for fellow BusRighters and customers that it feels like magic. We believe that superficial destinations don’t create daily motivations, rather, the camaraderie we build with each other and the hope we provide our customers are what fuels high performers and high impact. We believe difference is an asset. We're committed to fostering an inclusive environment that welcomes team members of all ages, races, backgrounds, ethnicities, and more. Simply put, our employees, customers, and team win when we have various perspectives and backgrounds at the table making key decisions.