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Job Summary: We are seeking a support and onboarding specialist to ensure a seamless experience for drivers on our ridesharing platform. Key Highlights: 1. Serve as the bridge between Paxxy and our drivers in NYC 2. Guide drivers step by step to complete their onboarding 3. Real growth opportunities within the company Paxxy is a ridesharing platform transforming how New York moves. We are a startup headquartered in Queens, NYC, focused on Hispanic and Chinese communities. Our model is different: we offer drivers two earning options (per-trip commission or daily subscription), no charges on Sundays and federal holidays, and an app available in Spanish, English, and Chinese. We are in full growth mode and seeking someone to help deliver an exceptional experience to our drivers from first contact onward. What will you do? You will serve as the bridge between Paxxy and our drivers in NYC. Your mission: ensure every driver who registers has a smooth, fast, and human experience. This includes: 1\. Driver Support (Multichannel) * Respond to driver inquiries via WhatsApp, SMS, phone calls (OpenPhone/Quo), email (support@paxxy.app), and cases in Salesforce. * Respond in Spanish or English, depending on the driver’s language. * Escalate complex cases to the appropriate team via Microsoft Teams. * Maintain a friendly, empowering, and direct tone (the Paxxy tone). 2\. Driver Onboarding * Review each driver’s registration status in Salesforce and proactively follow up. * Verify required documents are complete (TLC license, insurance, vehicle registration). * Guide drivers step by step to complete their onboarding in Paxxy Driver. * Coordinate with the technical team when onboarding process blockers arise. 3\. Payment Management and Verification (FINIX) * Monitor the FINIX dashboard to review driver merchant account verification requests. * Manage updates requested by the underwriter: onboarding documents, business registration, personal identification, banking information. * Coordinate with drivers to obtain missing documents and upload them to the platform. * Escalate FINIX technical issues to the development team. 4\. Promotional Bonus Operations * Track eligible drivers for the welcome bonus in Excel. * Verify compliance with bonus terms and conditions. * Prepare and submit the report to the development team for loading the bonus into the driver’s wallet. * Follow up until confirmation that the driver has received their bonus correctly. What are we looking for? Requirements: * Intermediate-to-advanced Spanish and English (written and spoken communication with drivers in NYC). * Experience in customer service, support, or operational back-office roles (minimum 6 months). * Intermediate-level proficiency with Excel/Google Sheets. * Availability to work during NYC hours (Eastern Time, compatible with Lima). * Stable internet connection and personal equipment. * Ability to manage multiple tools simultaneously (Salesforce, WhatsApp, OpenPhone, email). Bonus points if: * You have experience with Salesforce or another CRM. * You have worked at startups or high-growth environments. * You are familiar with the ridesharing ecosystem (Uber, Lyft, etc.). * You have an interest in technology and mobile apps. What do we offer? We are a small, growing team. Here, you’re not just a number. What we offer: ✓ S/ 1,300 monthly + performance bonus ✓ 100% remote work from Lima ✓ Schedule compatible with both Lima and NYC time zones ✓ Real career growth within the company ✓ Tools and training provided ✓ Be part of launching an app in NYC Selection Process 1\. Apply by submitting your CV → 2\. Video interview (20 minutes, including English test) → 3\. Brief practical case → 4\. Immediate start Position Type: Full-time Salary: S/.1,130.00 – S/.1,300.00 per month Work Location: Remote
