Pocketride
Location: Remote / Sarnia, ON
Type: Unpaid Internship (With potential for a paid opportunity)
Shift – Rotational coverage ( including evenings/weekends/holidays)
Reports to : Customer Operations Lead
Team : Support & Trust/Safety
Duration: 6 Months
About Pocketride
Pocketride is a forward-thinking ride-sharing platform revolutionizing urban transportation through the power of AI. Headquartered in Sarnia, Ontario, our mission is to make commuting smarter, more sustainable, and community-driven. As we prepare to scale across regions, we are building a passionate, innovative team that thrives on solving real-world mobility challenges.
Position Overview
As a Help Desk Support intern, you’ll be the front line for Pocketride riders and drivers. You’ll resolve issues across the entire trip lifecycle (pre-ride → in-ride → post-ride), manage driver onboarding/KYC, handle payments/billing, GPS/ETA/map data issues, safety and incident coordination, and drive insights back to Product & Ops. You’ll own tickets from first response to final resolution, escalating when needed with crisp context.
Primary Responsibilities (by Workflow)
1) Rider Support (End-to-End)
● Handle inquiries via chat/email/phone through HubSpot Conversations Inbox (account, login, profile, app performance).
● Pre-ride: address validation, promo codes, upfront pricing visibility, accessibility needs.
● In-ride: track live trips, resolve pickup issues, driver no-shows, route deviations, GPS drift, fare estimate deltas.
● Post-ride: incorrect fares, lost items, receipts, ratings/reviews, follow-ups.
● Educate riders on safety features (SOS, share-trip, masking), cancellation policies, dispute windows.
2) Driver Support (End-to-End)
● Account access, device compatibility, app performance troubleshooting.
● Earnings: payouts, tips reconciliation, incentives/quests, tax forms.
● Vehicle & document management (insurance/registration updates, expirations).
● Operational support: pickup zones, airport flows, rider no-shows, tolls/parking, surge/heatmaps.
3) Driver Onboarding & KYC/Compliance
● Guide applicants through application steps, background checks, license verification, vehicle inspection uploads, identity verification.
● Validate document quality; trigger re-submissions; handle edge cases (name mismatches, expired docs).
● Monitor KYC queue SLAs; communicate status updates; escalate failed checks per policy.
● Maintain strict privacy/PII handling.
4) Trip Lifecycle Operations
● Pre-ride/Dispatch: service availability, surge notices, ETA reliability; report supply gaps.
● In-ride: live incident triage (accidents, unsafe driving, harassment) → follow playbooks and notify Trust/Safety.
● Post-ride: fare adjustments, cancellation fee reviews, rating disputes, lost-and-found workflow.
5) Payments, Billing & Refunds
● Resolve card declines, wallet top-ups, duplicate charges, partial authorizations, failed payouts.
● Process credits/refunds per policy; keep a full audit trail in HubSpot Tickets.
● Reconcile promos/coupons; flag abuse patterns; assemble chargeback evidence.
6) Disputes & Investigations
● Evaluate disputes using logs (GPS traces, timestamps, chat/IVR transcripts, fare calculations).
● Apply policy consistently; communicate decisions with empathy.
● Escalate complex fraud/safety cases to Trust/Safety with a succinct HubSpot ticket handoff (custom properties + timeline).
7) GPS/ETA/Maps & App Technical Issues
● Troubleshoot location permissions, battery optimization, offline maps, device sensors, OS/app versions.
● Capture diagnostics (device/OS, app build, repro steps, screenshots, timestamps).
● Identify systemic routing/map issues; open Engineering bugs with reproducible evidence.
8) Incident & Outage Management
● Detects and tag incidents (latency, login, payments, mapping) and manage status communications.
● Post internal updates via Slack + HubSpot playbooks; provide ETAs/workarounds; contribute support learnings to post-mortems.
9) Knowledge & Process
● Create/update HubSpot Knowledge Base articles, snippets/macros, and Playbooks.
● Maintain internal runbooks and SOPs; propose automations (workflows, SLAs, assignment rules).
10) Cross-Functional Collaboration
● Share weekly trends (contact reason codes, top intents, churn risks) from HubSpot reports with Product, Ops, and Engineering.
● Join launch war-rooms; prepare FAQs; align scripts with policy changes.
Preferred Qualifications
● 1+ years in help desk/customer support (mobility, gig marketplace, fintech, or ecommerce preferred).
● Hands-on with HubSpot Service Hub (Tickets, Inbox, SLAs, Views, Routing, Workflows, CSAT/NPS, KB).
● Strong troubleshooting across iOS/Android (permissions, network, app versions, device settings).
● Excellent written/verbal communication; empathetic, calm under pressure.
● Experience working queues, macros/snippets, and consistent documentation discipline.
● Comfort with spreadsheets and basic data checks (timestamps, GPS traces, fare calculations).
● Ability to work rotational shifts, weekends/holidays as scheduled.
● Privacy-minded handling of PII.
Nice-to-Have Qualifications
● KYC/background screening exposure; payments/refunds/chargebacks (Stripe).
● Incident management/status pages; basic SQL/log querying.
● Bilingual English + [French/Spanish/Punjabi] an asset.
● Trust & Safety or risk operations experience.
Tool Stack You’ll Use
● Ticketing/CRM: HubSpot Service Hub (Tickets, Conversations Inbox, Views, Routing, SLAs, Workflows, KB, CSAT/NPS)
● Telephony/Chat: HubSpot Inbox + [Twilio integration]
● KYC/Docs: Alloy/Persona/Trulioo
● Payments: Stripe (disputes, payouts)
● Status/Monitoring: Statuspage, Slack alerts
● Diagnostics: In-app logs, device info collectors, screenshot/video capture
● Docs/Runbooks: HubSpot KB + internal Notion/Confluence
What You’ll Gain
● Develop a deep understanding of the end-to-end rideshare lifecycle, from rider requests and driver onboarding to trip execution and dispute resolution.
● Gain hands-on experience with HubSpot Service Hub, including ticket workflows, automation, and analytics for operational excellence.
● Build technical troubleshooting skills across mobile platforms (iOS/Android), GPS/map systems, and payment gateways.
● Strengthen your ability to communicate empathetically and manage complex customer situations under pressure, ensuring professional and consistent resolutions.
● Learn how to collaborate cross-functionally with Product, Engineering, and Trust & Safety teams, translating user insights into process and product improvements.
Join us in shaping the future of community-driven mobility!
At Pocketride, we are committed to Diversity, Equity, and Inclusion. We believe in providing equal opportunities for all, ensuring no bias or colorism, and fostering an environment where every voice is heard and valued.
You can also find more jobs that may suit you on the website:
https://mypocketride.com/careers or follow us on LinkedIn to stay updated on new openings.