Customer Support Specialist

Job Description

Hiring Remote Professionals in Latin America!

Wingz, is a leading US rideshare company focused on Non-Emergency Medical Transportation (NEMT). 

Visit our website: https://www.wingz.com/

Position: Customer Support Specialist

Work Schedule: US Hours (Eastern Time)

Employment Set-up: Remote (Independent Contractor)  

Employment Type: Full-Time / Long Term

Salary Range: USD 1,000 - 1,500/ Month

Benefit: 10 PTO after the probationary period

Pay-out Frequency: Semi-monthly

Equipment: Self-Provide

Job Summary:

You will be the voice of Wingz. When a rider needs help with a trip, a driver has a question about a pickup, or a healthcare partner needs an update, you are the person who makes things right — calmly, warmly, and quickly. You will handle support conversations across phone, chat, and email, working US Eastern Time hours as part of a distributed team across Latin America and South Africa.

Have you supported Uber or another rideshare, transportation, or freight company? That background fits this role beautifully, and we would love to hear about it. It is a strong plus — not a requirement.

What You'll Do:

• Support riders, drivers, and partners by phone, chat, and email — resolving trip issues, scheduling questions, and account concerns on first contact whenever possible
• Coordinate live trip changes: delays, reassignments, cancellations, and pickup adjustments
• Handle escalations with empathy and clear judgment, knowing when to solve and when to raise
• Help onboard new drivers — guiding them through signup, document verification, and their first trips
• Make outbound calls to inactive drivers — checking in, understanding why they stepped away, and helping bring them back on the road
• Document interactions accurately in our support tools so the next person has the full picture
• Share what you hear — recurring issues, rider feedback, and ideas that make our service better

A note on flexibility: this is a versatile role. Depending on where the team needs you most, your assignment may shift between rider support, driver onboarding, escalation handling, and outbound driver outreach. We look for people who enjoy variety and are happy to move where they can help.

Requirements

• 2 years in customer service or support, ideally with a US-facing account 

• Experience supporting Uber or another rideshare platform, a transportation company, or a freight/logistics operation is a strong plus — it will move your application to the top of our list, but it is not required
• Fluent professional English, spoken and written.
• Patient, warm, and steady under pressure — you genuinely like helping people.
• Comfortable working phone-heavy shifts and juggling more than one conversation.
• Happy to move between rider support, driver onboarding, and outbound calling as team needs change
• Comfortable working US hours, with flexibility across regions.
• Quiet workspace, reliable high-speed internet, and dependable power