Full-Time Customer Experience Associate

Why Standard Fleet?Connected vehicles are transforming fleet operations across industries, led by the electric revolution. EVs were the first truly software-defined vehicles, and businesses are rapidly adopting them but lack the software infrastructure to unlock their true value.Our mission is to build the fleet management platform for the electric vehicle era - becoming the default software layer that empowers fleet operators to maximize efficiency and profitability without hardware modifications.Every member of the Standard Fleet team is fueled by an unwavering passion for revolutionizing mobility through software and is deeply committed to making our products better. We come from companies like Apple, Uber, Tesla, Stripe, Robinhood, and Yelp and were the first to officially integrate with Tesla's fleet API. We've achieved 5.7x growth in 2024 with a small team and want your help to accelerate further.Standard Fleet is well-funded and backed by some of Silicon Valley's top investors. We were founded by David Hodge, who previously founded Embark. At Embark, the team built a popular transportation app used by millions, which was eventually sold to Apple.

Role OverviewWe are seeking an enthusiastic and detail-oriented individual to be the voice of Standard Fleet to our customers. Reporting to our Head of Business Operations and working closely with our Customer Success Associate, you'll be the first line of support for fleet operators navigating the electric vehicle revolution.This is an ideal role for someone early in their career who's excited about technology and eager to learn the ins and outs of a high-growth startup. You'll handle everything from troubleshooting app connectivity issues to managing payment processes, all while building the playbooks that will scale our customer experience as we grow. Every interaction you have will directly impact how fleet operators experience our platform and shape their transition to electric vehicles.

Responsibilities

• Serve as the first responder to customer support tickets, providing timely and helpful solutions while maintaining a friendly, professional tone.
• Triage and prioritize issues effectively, escalating complex problems to the appropriate team members with clear context and customer impact assessment.
• Own and continuously improve our customer support documentation, including internal SOPs and external FAQs to enable self-service.
• Handle administrative customer tasks including Stripe account setup, payment dispute investigations, and basic vehicle onboarding requests.
• Partner with engineering and product teams to communicate customer needs and manage expectations on issue resolution timelines.
• Participate in on-call rotation to ensure customers receive support when they need it most.
• Track and maintain SLA compliance while identifying patterns to prevent recurring issues.
• Engage directly with customers through written communication, phone, and video to build relationships and deeply understand their needs.

Qualifications

We don’t believe in qualification checkboxes for candidates. These often cause great candidates to think they’re not qualified. If you think you can help us scale our business, let’s talk and see if we’re a fit.

Benefits

• Competitive salary & equity
• Top notch health, dental, & vision insurance
• 401(k) retirement plan
• All equipment provided by Standard Fleet
• First EV purchase subsidy

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