Support Specialist

🕒 September 9

🇺🇸 United States – Remote

💵 $17 - $20 / hour

⏰ Full Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 0%

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Onward

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2021

🏥 Healthcare

🚗 Transport

☁️ SaaS

Healthcare • Transport • SaaS

Onward is a healthcare-focused transportation company that provides both software and operated services to coordinate and deliver assisted rides. The company offers a transportation management SaaS platform that lets hospitals, health systems, PACE programs, senior living communities, VA healthcare, transit agencies, and health plans order, track, and manage healthcare transportation (including integration with EHRs). Onward also operates Companion Rides, a Door-Through-Door℠ assisted rideshare service with trained Companion Drivers who provide door-through-door support for patients and riders, and builds and manages networks of transportation partners to reduce clinic no-shows, speed discharges, and cut transportation coordination time.

📋 Description

• Serve as the first point of contact for riders, caregivers, and drivers via phone, chat, and email • Support riders whose primary language is Spanish or English • Handle ride bookings, support requests, and AI-overflow calls • Partner with AI support agents when automation needs human assistance • Coordinate trip details with drivers and partners to ensure accurate, on-time service • Assist with lost items, updated instructions, ETAs, cancellations, and delays • Maintain current support tickets in Zendesk with clear communication • Flag recurring issues and edge cases to improve workflows and automation • Review and process refunds or credits, escalating when necessary

🎯 Requirements

• 1–2 years of experience in customer service or a similar role • Fluent in English • Bilingual preferred but not required • Calm, clear, and confident communicator, especially over the phone • Comfortable using multiple systems at once, including Zendesk, Sheets, and dashboards • Strong organizational skills and attention to detail in high-pressure moments • Self-starter able to thrive in a remote environment • Resourceful, proactive, and able to learn quickly without constant oversight • Curious, adaptable, and motivated to expand skills • Ability to collaborate with a team and operate independently • Positive, compassionate, and professional approach • Flexibility to work weekends and holidays as part of a full-time schedule • Genuine interest in Onward’s mission • Experience with healthcare, medical terminology, or transportation support is a bonus

🏖️ Benefits

• 401(k) • Dental insurance • Health insurance • Vision insurance • 12 Company Holidays • Remote-first culture • Opportunities to shape new processes and contribute to Onward’s growth • Supportive, collaborative team environment • Mission-driven work improving healthcare transportation access