Remote Assistance Specialist

About this role

May Mobility is transforming cities through autonomous technology to create a safer, greener, more accessible world. Based in Ann Arbor, Michigan, May develops and deploys autonomous vehicles (AVs) powered by our innovative Multi-Policy Decision Making (MPDM) technology that literally reimagines the way AVs think.

Our vehicles do more than just drive themselves - they provide value to communities, bridge public transit gaps and move people where they need to go safely, easily and with a lot more fun. We’re building the world’s best autonomy system to reimagine transit by minimizing congestion, expanding access and encouraging better land use in order to foster more green, vibrant and livable spaces. Since our founding in 2017, we’ve given more than 500,000 autonomous rides to real people around the globe. And we’re just getting started. We’re hiring people who share our passion for building the future, today, solving real-world problems and seeing the impact of their work. Join us.

Job Summary

As a Remote Assistance Specialist (RAS) you will work independently and alongside your teammates to ensure a safe and positive experience for our riders, Autonomous Vehicle Operators (AVOs), customers, (FCCOs) and Remote Assistance Agents (RAA) by coordinating daily logistics as well as supporting our Autonomous Vehicles during operations. You will report directly to the Senior Manager of Remote Assistance and will be vital in ensuring May Mobility exceeds expectations for customer satisfaction.

Essential Responsibilities

• Monitor and support autonomous vehicles in real time during operations

• Ensure that operations during each shift follow rigorous safety guidelines

• Address technical problems and coordinate with engineering teams for timely resolutions

• Train and help develop RAAs and FCCOs by conducting team huddles and coaching through video review or simulations

• Monitor health of vehicles at all times using company tools for observation

• Log real time feedback regarding autonomy performance to be sent to engineers

• Maintain accurate records of remote assistance and performance

• Correctly escalate accident reports, incident escalations, and customer complaints

• Interact with May Mobility guests as an ambassador

• Test Changes with the Remote Assistance tools with focus on safety and communicate clear feedback

• May travel to other sites for coverage and support as needed

• Other duties as assigned

Skills and Abilities

Success in this role typically requires the following competencies:

• Strong technical aptitude and ability to learn new software and processes

• Data collection and organization

• Ability to communicate effectively

• Ability to coach and lead by example

• Strong written and verbal communication skills across multiple platforms; strict attention to detail in every situation

• High comfort level with making judgment calls in ambiguous situations

• Understanding of best practices when it comes to top-notch customer service

• Ability to work effectively with team members at all levels of the organization

• Proficiency with a laptop and Google suite applications (Gmail, sheets, docs, etc.)

Qualifications and Experience

Candidates most successful in this role typically hold the following qualifications or comparable knowledge or experience:

Required Qualifications:

• Eager to take on a first-time people management role and grow as a confident, inspiring leader.

• Experience taking leadership of processes and driving continuous improvement in a fast-adapting and customer-focused environment.

• Previous experience working at a technology focused company

• Experience working in Google Suite Application (Gmail, sheets, docs, etc.)

• Valid U.S. Driver's License

Desirable Qualifications:

• Experience as a leader in a fast-adapting and customer-focused environment

• Associates degree or higher in Business, Technical Operations, or related area

• Prior experience in operations or logistics or Fleet Management

Physical Requirements

• Standard site working conditions which includes but is not limited to:

• Must be able to remain in a stationary position 50% or more of the time

• Must be able to move and / or change positions often when needed

• Prolonged computer use

• Flexibility to work weekends and adjust schedule to align with site operating hours and project needs, including early mornings, evenings, and holidays as required.

• Ability to lift up to 50 lbs

• Ability to stand for prolonged periods of time and climb ladders (infrequent)

• Ability to work outdoors in varying temperatures and weather conditions

• Expected Travel: 0%-10%

Benefits and Perks

• Comprehensive healthcare suite including medical, dental, vision, life, and disability plans. Domestic partners who have been residing together at least one year are also eligible to participate.

• Health Savings and Flexible Spending Healthcare and Dependent Care Accounts available.

• Rich retirement benefits, including an immediately vested employer safe harbor match.

• Generous paid parental leave as well as a phased return to work.

• Flexible vacation policy in addition to paid company holidays.

• Total Wellness Program providing numerous resources for overall wellbeing

Don’t meet every single requirement? Studies have shown that women and/or people of color are less likely to apply to a job unless they meet every qualification. At May Mobility, we’re committed to building a diverse, inclusive, and authentic workforce, so if you’re excited about this role but your previous experience doesn’t align perfectly with every qualification, we encourage you to apply anyway! You may be the perfect candidate for this or another role at May.

Want to learn more about our culture & benefits? Check out our website !

May Mobility is an equal opportunity employer. All applicants for employment will be considered without regard to race, color, religion, sex, national origin, age, disabi

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