Job Overview

We are hiring an Operations Shift Supervisor to support daily rider operations and real-time customer support for an autonomous vehicle service in Foster City, CA. This role focuses on overseeing operators during live rider interactions, supporting escalations, improving workflows, and ensuring operational excellence across day-to-day support operations.

This position is ideal for candidates with leadership experience in customer service, operations, mobility, logistics, transportation, or other fast-paced support environments who are comfortable making real-time decisions and managing dynamic operational situations.

Key Responsibilities

• Support operators during live rider interactions and asynchronous support workflows
• Ensure operators follow approved procedures and operational standards
• Support testing missions and operational readiness activities
• Share best practices and coaching with team members in real time
• Escalate operational issues and improvement opportunities to leadership teams
• Serve as a subject matter expert on Rider Operations tools and workflows
• Motivate, mentor, and support operators to maintain service quality standards
• Act as a player/coach by supporting daily Rider Operator responsibilities when needed
• Serve as a first point of contact for escalations involving rider concerns, service reports, or emergency-related situations
• Complete assigned administrative and operational reporting tasks
• Collaborate cross-functionally with fleet operations and support teams

Requirements

• 2+ years of customer service leadership, operations leadership, or similar supervisory experience
• Experience working in collaborative, fast-paced operational environments
• Strong problem-solving skills and ability to improve operational efficiency
• Strong written and verbal communication skills
• Ability to support customers and team members during high-pressure situations
• Ability to manage ambiguity while maintaining strong customer support standards
• Proactive, resourceful, and detail-oriented mindset
• Experience mentoring, coaching, or supporting team members

Preferred Qualifications

• 2+ years of autonomous vehicle, mobility, transportation, or operations experience
• Experience as a lead, trainer, instructor, or operations supervisor
• Experience supporting highly cross-functional operational teams
• Experience handling escalations, incident response, or customer recovery situations

Benefits

• Employer-subsidized medical, dental, and vision coverage
• Pre-tax commuter benefits
• Flexible Spending Account (FSA)
• Employer-covered disability and life insurance
• 401(k) retirement plan

Additional Details

• Must be authorized to work in the United States