Title: Bilingual Customer Experience Specialist - Rider Support (Mesa)

Location: Mesa, Az, 85123, US

Company: Cognizant

Cognizant is looking for a Senior Associate to join our Rider Support Operations team in the heart of Phoenix. As the voice of Cognizant, you will provide world-class assistance to our riders, ensuring every journey is seamless, safe, and professional.

Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.

This role is part of a high-intensity, 24/7/365 environment. You will be responsible for managing real-time rider interactions across phone, chat, and email channels. We are seeking a proactive problem-solver who can maintain composure under pressure and deliver exceptional service in both English and Spanish.

Key Responsibilities

• Multichannel Support: Deliver high-touch support to riders via phone, live chat, and email, ensuring a premium experience.
• Operational Excellence: Maintain high performance against key metrics, including Customer Satisfaction (CSAT) scores, Quality Assurance standards, and Average Handle Time (AHT).
• Incident Management: Effectively navigate and resolve complex rider issues or hardware/software edge cases.
• Shift Rotations: Commit to a flexible schedule that includes nights, weekends, and holidays to support our round-the-clock operations.
• Travel: Ability to travel up to 10% (local or national) for training, site visits, or business requirements.

Preferred Qualifications

• Bilingual Mastery: Professional-level fluency in both English and Spanish (written and verbal) is required.
• Experience: Previous experience in a high-volume customer support or operations role.
• Crisis Management: Candidates with experience in Emergency Response Teams (ERT) or as First Responders are highly prioritized.
• Tech-Savvy: Ability to quickly learn and navigate proprietary software and autonomous vehicle (AV) platforms.
• Communication: Exceptional interpersonal skills with the ability to explain complex technology in a simple, calm manner.

Preferred Skills

• Prior experience in the Autonomous Vehicle (AV) or transportation technology industry.
• Experience working in a mission-control or safety-critical environment.

Salary and Other Compensation:

Applications will be accepted until April 3rd, 2026.

The hourly rate for this position is $18 - $21 per hour, depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Disclaimer: The hourly rate, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.

The Cognizant community:

We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

• Cognizant is a global community with more than 300,000 associates around the world.
• We don’t just dream of a better way – we make it happen.
• We take care of our people, clients, company, communities and climate by doing what’s right.
• We foster an innovative environment where you can build the career path that’s right for you.
  

About us:

Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com

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