Mobility Advisor

About FlexRide FlexRide is a mobility technology company providing flexible, transparent, and accessible vehicle solutions for individuals and businesses. Through our technology-enabled platform and mobility programs, we help customers access reliable vehicles while providing the guidance, support, and flexibility they need throughout their journey. Our mission is to expand fair and practical access to transportation through strong customer relationships, thoughtful solutions, and modern technology. Position Overview FlexRide is seeking a thoughtful, resourceful, and customer-focused Mobility Advisor to support prospective and existing customers. Mobility Advisors listen carefully, understand each customer’s needs, explain available options, help customers navigate FlexRide’s programs and processes, and guide them toward the appropriate next step. Depending on the situation, this may involve helping someone explore a vehicle solution, complete an application, understand a policy, resolve an account concern, transition into another vehicle, or identify an option that better fits their needs. The ideal candidate combines strong communication, sound judgment, problem-solving ability, empathy, and commercial awareness. You should be comfortable building trust, making thoughtful recommendations, and helping customers make informed decisions without relying entirely on scripts. This is a modern advisory role within a fast-growing, technology-enabled mobility company. You will use CRM platforms, digital communication channels, and AI-assisted tools to understand customer context, organize your work, and provide timely and accurate guidance. Key Responsibilities Customer Guidance and Relationship Management • Serve as a trusted point of contact for prospective and existing customers. • Understand each customer’s transportation needs, circumstances, preferences, and goals. • Explain FlexRide’s programs, available options, policies, and processes clearly and accurately. • Help customers determine the solution and next step that best fits their needs. • Build professional, long-term relationships through thoughtful and responsive communication. • Identify opportunities to support customers with renewals, upgrades, vehicle transitions, or other appropriate solutions. Application and Account Support • Guide prospective customers through the application and onboarding process. • Help customers understand outstanding requirements and resolve routine questions or issues. • Assist existing customers with account, payment, vehicle, maintenance, and general program inquiries. • Coordinate with Operations, Underwriting, Fleet, Risk, and other internal teams when additional support is required. • Take ownership of customer concerns and provide timely updates through resolution. Communication and Customer Experience • Communicate with customers through phone, SMS, email, chat, and other approved channels. • Listen actively and adjust your communication style to the customer and situation. • Explain detailed or unfamiliar information in clear, simple language. • Handle difficult conversations with patience, empathy, professionalism, and confidence. • Guide each interaction toward a clear and appropriate next step. • Maintain a customer experience that is helpful, transparent, respectful, and consistent with FlexRide’s values. Technology and Documentation • Maintain accurate and complete customer records in FlexRide’s systems. • Document conversations, commitments, questions, outcomes, and required follow-up. • Use CRM tools and assigned work queues to manage customer activity and priorities. • Become proficient with Flex360, Microsoft 365, Google Workspace, CRM platforms, digital communication tools, and AI-assisted productivity tools. • Use technology as a co-pilot to improve organization, accuracy, responsiveness, and customer service. • Provide feedback on recurring customer questions and opportunities to improve the customer experience. Required Qualifications • At least two years of experience in a customer-facing role involving advising, service, account management, sales, financial services, leasing, rentals, subscriptions, insurance, or a related field. • Excellent spoken and written English. • Strong listening, comprehension, and interpersonal skills. • Ability to understand customer needs and make thoughtful recommendations. • Strong problem-solving ability and professional judgment. • Ability to explain detailed information clearly and confidently. • Comfortable balancing customer needs with company policies and business objectives. • Strong organizational skills and consistent follow-through. • Accurate and disciplined documentation habits. • Comfortable learning and using CRM systems, digital communication platforms, and AI-assisted tools. • Ability to work effectively from home with limited supervision. • Reliable computer, professional headset, quiet workspace, stable electricity, and high-speed internet. • Availability to work a consistent schedule aligned with the U.S. Eastern Time Zone. Preferred Qualifications • Experience in automotive sales, vehicle leasing, car rental, fleet services, or mobility. • Experience in financial services, insurance, fintech, subscriptions, or consumer applications. • Experience supporting customers in the United States. • Experience communicating with customers across phone, text, email, and chat. • Experience working with CRM platforms and digital account-management systems. • Experience in a startup, growing company, or rapidly changing environment. • Spanish or French language skills are a plus but not required. The Person We Are Looking For You may be a strong fit for this role if you: • Are naturally curious and ask thoughtful questions. • Listen before recommending a solution. • Can build trust quickly and communicate with confidence. • Enjoy helping people make informed decisions. • Stay calm and organized when customer volume increases. • Take ownership instead of simply transferring problems. • Can think independently while following established policies. • Understand that excellent customer service and business results are connected. • Are comfortable discussing options and making recommendations without being aggressive. • Learn new programs, policies, and technology quickly. • Accept coaching and use feedback to improve. • Care about accuracy, consistency, and completing what you start. This role may not be a good fit for someone who: • Depends entirely on scripts. • Avoids difficult or unfamiliar customer situations. • Struggles to communicate clearly in writing or over the phone. • Does not document work consistently. • Requires constant supervision to complete routine responsibilities. • Is uncomfortable learning new systems and technology. • Focuses on activity rather than customer outcomes. Work Schedule and Environment This is a full-time remote position. The selected candidate must be available during FlexRide’s U.S. operating hours and work a consistent schedule aligned with the Eastern Time Zone. Some Saturday availability may be required depending on customer demand and team scheduling. Mobility Advisors may support different parts of the customer journey based on company needs and team assignments. This provides variety, builds broader knowledge, and allows advisors to develop a complete understanding of FlexRide’s customers and operations. Performance Expectations Performance will be evaluated through a balanced combination of customer, operational, and business outcomes, including: • Communication quality and professionalism • Customer response and resolution times • Customer satisfaction • Application and onboarding progress • Customer retention and engagement • Successful customer transitions and vehicle placements • Quality and accuracy of CRM documentation • Follow-up discipline and completion of assigned priorities • Product and policy knowledge • Ability to identify appropriate customer solutions • Collaboration with internal teams Performance will not be evaluated solely by call volume. Compensation • Competitive base compensation • Performance-based incentives • Opportunities for professional growth and expanded responsibilities Final compensation will depend on experience, location, schedule, and employment or contractor classification. Why Join FlexRide? • Join a growing mobility and technology company. • Help customers gain access to reliable transportation. • Work in a role that combines communication, judgment, problem-solving, and technology. • Gain exposure to mobility, automotive operations, financial services, fleet management, and software. • Use modern digital and AI-assisted tools to work more effectively. • Participate in improving how FlexRide serves prospective and existing customers. • Build long-term career opportunities within a growing organization. Application Process Applicants must complete the initial screening requirements to be considered. Step 1: Introduction Video Submit a two- to three-minute video answering the following questions: 1. Tell us about your customer-facing experience. 2. Describe a difficult customer situation you personally resolved. 3. Explain what it means to be a trusted advisor to a customer. 4. Describe how you stay organized and accountable while working remotely. Step 2: Customer Scenario Submit a written or recorded response to the following scenario: A prospective customer is interested in getting a vehicle but is unsure which option is right for them and is concerned about the application process. How would you approach the conversation, understand what they need, and guide them toward an appropriate next step? We will evaluate: • Communication quality • Listening and comprehension • Empathy • Judgment • Problem-solving • Ability to ask useful questions • Ability to provide a clear next step Step 3: Technology and Internet Verification Please provide: • A current internet speed test • Your computer specifications • Confirmation that you have a quiet and professional workspace • Confirmation that you have a reliable headset • Information about backup internet or power options, when available Step 4: Skills Assessment Selected applicants will complete a short assessment covering customer communication, written English, judgment, and problem-solving. Step 5: Interview and Role-Play Finalists will participate in a video interview and complete live customer scenarios. How to Apply Please submit: • Your resume • Introduction video • Customer scenario response • Internet speed test • Requested compensation • Current location and time zone • Earliest available start date Applications that do not include the requested video and customer scenario may not be reviewed.