About this role
Job Description About DitropGO
DitropGO is the mobility division of Ditrop Inc., a Canadian technology company dedicated to revolutionizing how people move, live, and earn. We provide safe, reliable, and affordable ride-hailing services designed to improve everyday transportation while delivering exceptional customer experiences.
As we continue to grow across New Brunswick, we're looking for passionate Customer Support Associates who are committed to delivering outstanding service and helping customers enjoy a seamless DitropGO experience.
Position Overview
The Customer Support Associate serves as the first point of contact for customers, drivers, and partners. You will provide timely assistance through multiple communication channels, resolve customer concerns professionally, and help maintain the high service standards that define the DitropGO experience.
This position requires excellent communication skills, strong attention to detail, sound judgment, and the flexibility to work rotating shifts, including evenings, weekends, and overnight schedules.
Key Responsibilities
• Respond promptly to customer inquiries via phone, email, live chat, and other communication channels.
• Assist riders and drivers with trip-related questions, booking issues, payments, account inquiries, and general support.
• Investigate and resolve customer complaints with professionalism, empathy, and efficiency.
• Escalate complex issues to the appropriate departments while ensuring timely follow-up.
• Maintain accurate records of customer interactions using internal support systems.
• Educate customers about DitropGO services, policies, and safety procedures.
• Monitor service quality and identify recurring customer issues for continuous improvement.
• Work collaboratively with Operations, Driver Success, and other internal teams.
• Maintain confidentiality and comply with company policies regarding customer information.
• Deliver a consistently positive customer experience aligned with DitropGO's values.
Requirements
• Must currently reside in Saint John, New Brunswick.
• Excellent written and verbal communication skills in English.
• Professional telephone etiquette and customer service skills.
• Strong problem-solving and conflict-resolution abilities.
• Comfortable using computers, web applications, and customer support software.
• Ability to multitask in a fast-paced environment.
• Reliable, punctual, and detail-oriented.
• Willingness to work rotating Day, Afternoon, and Night shifts, including weekends and holidays when scheduled.
Preferred
• Previous experience in customer service, contact centres, hospitality, transportation, or technical support.
• Experience using CRM or help desk platforms.
• Additional language skills are considered an asset.
Benefits What We Offer
• Competitive full-time employment.
• Paid onboarding and comprehensive training.
• Career growth