Customer Support & Operations Specialist, S-rides

About us

Founded in 2015 in Athens, Greece, Welcome redefines the way people travel by going above and beyond the commoditized transfer service and being the first company to deliver a complete, personalised, in-destination travel experience. From the moment a traveler arrives at a new destination, until their return journey home, Welcome accommodates all their travel needs, including transfers, sightseeing trips, and local information, in the easiest, friendliest, and most personalised way possible. Welcome's drivers are experts in the area and share their local know-how to make travellers feel at home wherever they are. The company has also introduced contactless rides, thorough cleaning protocols, and protective equipment to make every journey safe.

Being a travel tech startup, Welcome continues to grow and scale its operations and is quickly becoming a global category leader for in-destination travel services.

• One of the highest-rated global transportation companies with a rating of 4.9/5 stars.
• Expanded from 200 destinations last year to 350, achieving our ambitious 2024 growth target.
• Over 4,000 travel partners including 2,500 hotels, numerous vacation rentals, and travel agents, adding 50+ new ones every month.
• Over 2.5 million happy travellers every year.

⭐️ If you want to dive deeper into the awesomeness of Welcome's culture, click on  to check our TikTok account.⭐️

The Team

We are a group of vibrant, diverse people who love travelling and never settle on quality. Each one of us didn’t join Welcome by chance and believes deeply in what Welcome is trying to achieve, so we work relentlessly to make that happen. We challenge common logic, focus on design, put simplicity and usability first, and create memorable experiences. We keep learning and exploring better ways to serve our community and grow personally and professionally in our respective fields. We stay humble along the way, with a “pay it forward” mentality, but with big and bold goals.

The Customer Support & Operations Specialist, S-rides at Welcome Pickups, will be a key driver position of a world-class guest and driver experience for our Sightseeing Rides (S-Rides). You’ll own high-impact escalations across customers, drivers, and platforms, and turn real on-the-ground issues into scalable improvements through playbooks, workflows, inbox architecture, and enablement for the broader Support team. At the same time, you’ll help power our growth by supporting new city launches end-to-end, from tour research and supplier outreach to city playbooks and support readiness.

Responsibilities

Support Escalations, Operations & Enablement

• Own complex customer support escalations (refunds, complaints, itinerary changes, platform disputes), making judgment-based decisions on refunds, rebookings, and goodwill gestures to balance customer experience and business outcomes.
• Partner cross-functionally with S-Rides Ops, Support, and Finance/Legal to resolve cases efficiently, ensuring clear ownership and seamless handovers.
• Identify, tag, and analyze root causes and recurring escalation themes, translating insights into process, policy, or tooling improvements that reduce repeat issues.
• Design, maintain, and evolve SOPs and playbooks by request type, enabling the broader Support team to handle recurring cases consistently and with confidence.
• Create and maintain Intercom macros/templates and inbound routing guides (message type → tagging → inbox routing → resolution) to improve speed, quality, and decision consistency.
• Own and continuously improve escalation guardrails (refund, gesture, rebooking frameworks) to ensure fair, scalable, and consistent decision-making across edge cases.

Inbox Architecture, Routing & Platform Inputs 

• Owns Intercom inbox architecture (inboxes, tags, assignment rules, chat paths) to ensure correct routing, clear ownership, and inbox hygiene.
• Ensures platform messages are routed to the correct Intercom inbox and handled through the correct playbook, improving routing accuracy and reducing misassignments.
• Defines and maintains a tagging/taxonomy structure that enables reliable reporting, faster triage, and consistent case categorization.
• Identifies routing gaps and improves workflows to reduce manual handling and improve speed-to-resolution for platform-driven requests.

Automation & AI-enabled Solutions (Cross-functional)

• Supports improvements in Intercom workflows, automation, and AI-assisted tooling to reduce handling time and increase consistency and resolution quality.
• Supports chatbot and self-serve flows on S-Rides pages (in collaboration with relevant stakeholders), ensuring correct routing, clear handover to agents, and well-defined escalation paths.
• Drives adoption of tooling changes through lightweight rollout notes, brief enablement sessions, and ongoing feedback loops.

Expansion Support: New City Launch Readiness

• Supports end-to-end launch readiness for new cities, from city research and ideal s-ride selection using internal tools, to supplier outreach and coordination (drivers/companies).
• Creates and maintains city playbooks, including operational specifics, local considerations, and support handling notes for consistent execution.
• Ensures Support readiness before go-live by preparing routing rules, macros/templates, SOPs, and escalation logic for the new destination.
• Supports launch checklists and cross-team coordination to ensure each destination goes live with clear processes and scalable support coverage.

Performance Monitoring & Continuous Improvement

• Tracks and reports on key support KPIs (SLA/first response time, resolution time, backlog health, routing accuracy, CSAT) for both guest-facing and driver-facing cases.
• Identifies trends and recurring friction points, prioritizes improvements, and coordinates with relevant teams to implement fixes.
• Produces a weekly/monthly snapshot on top escalation drivers, operational risks, and recommended process/tooling improvements to align stakeholders and priorities

Requirements

• 2-4 years in Customer Support, Support Operations (CX Ops), Operations, or a similar role
• Bachelor’s degree in Operations, Business, Engineering, Analytics, Economics, or a related field (or equivalent hands-on experience in operations).
• Excellent written and verbal communication skills in English. Any other language skills will be considered a plus.
• Proven ability to work in fast-paced, data-driven environments.
• Comfortable working with data and KPIs (SLA/first response, resolution time, backlog health, routing accuracy, CSAT). Strong Excel/Google Sheets skills; SQL is a plus.
• Understanding of workforce allocation strategies and cost-efficient operational adjustments.
• Self-motivated with the ability to work independently; strong sense of ownership
• A friendly and upbeat personality.
• Digital native: fluent in web and digital technologies

Benefits

• Vibrant and fresh work environment
• Flexible work-from-home policy
• The tools you need to perform your daily tasks successfully
• L&D personal budget
• Private Insurance Plan
• +4 extra PTO days annually
• The unique opportunity to join “the next big thing” at ground level