Support Specialist II, Customer & External Relations

WHO WE'RE LOOKING FOR

The Support Specialist II, Customer and External Relations report to the MetroBike Program Manager and is the primary interface between the MetroBike program and the individual customers, advocacy groups, non-profits, land developers, social media platforms, news media, and nearly all other external-facing stakeholders. The role handles customer billing, application support, complaints, troubleshooting, and customer engagement through direct action.

Provide training the Demand Response (DM) Control Center staff to provide immediate customer support daily. Coordinate with the operations team to address urgent customer-facing issues as they happen.

This role will be involved with promoting the MetroBike program through social rides, promotional events, creating social media content, tabling at various community events, promoting new expansion zones, and developing marketing campaigns with the support of the CapMetro Marketing team. These events happen at various time of the day and often on weekends.

This role will develop insights from community and other stakeholder feedback, delivers intelligence to program and the Demand Response division leadership, and make recommendations for improvements to operations, service planning and customer experience. This position is responsible for maintaining a safe, inclusive, and fun environment that ensures MetroBike is an enjoyable place to work for everyone.