FlexRide Member Success Advisor Herndon, VA · Remote · Contractor Company website

Apply for Member Success Advisor

FlexRide is technology company that offers an innovative solutions to the challenges in the mobility sector by providing flexible, equitable, transparent, and cost-effective mobility solutions. FlexRide’s mission is to empower members with affordable and fair car access, fostering financial freedom and flexibility.

About FlexRide:

FlexRide is a fast-scaling mobility platform redefining vehicle access through flexible leasing, subscription, and rental programs. Our mission is simple: give people reliable transportation without locking them into long-term financial mistakes.

Job Summary:

You will act as the frontline voice and steward of customer accounts. Customers will rely on you to understand their situation, explain policies clearly, resolve issues, and guide them through challenges, including payment-related conversations-without scripts or pressure tactics. You’ll manage ongoing relationships, not just tickets.

Key Responsibilities:

Member Engagement & Support

-Serve as the primary point of contact for FlexRide members via phone, SMS, email, and chat.

-Assist members with inquiries regarding leasing, subscriptions, payments, program terms and policies, and Account changes or issues.

-Educate members about FlexRide’s programs, vehicle options, and benefits.

Problem-Solving & Issue Resolution

-Address and resolve customer issues with empathy, efficiency, and professionalism.

-Collaborate with internal teams (Operations, Fleet, Risk Management, Sales) to ensure timely resolution of concerns.

-Escalate complex cases when necessary while maintaining ownership and a positive customer experience.

Retention & Proactive Outreach

-Conduct follow-ups with members to ensure satisfaction and retention.

-Identify opportunities to upsell or transition customers to upgraded plans.

-Monitor account activity for early signs of disengagement and take proactive steps to enhance member experience.

Early-Stage Collections & Payment Follow-Up

-Proactively follow up on past-due accounts

-Communicate payment expectations clearly and respectfully

-Work with customers to understand circumstances and next steps

-Document outcomes and coordinate with risk or collections when needed

This is not aggressive collections, but responsible account management

Technology & Automation Support

-Utilize CRM and customer engagement tools (e.g., MyFlexRide portal) to manage interactions.

-Guide members on how to use FlexRide’s online portal, mobile app, and payment systems.

-Ensure accurate documentation of customer interactions and service resolutions.

This is not a call center role. This is an account ownership role that blends customer service, relationship management, and early-stage collections with professionalism and empathy.

Key Qualifications & Skills:

✅ Customer-Centric Mindset – Passionate about delivering outstanding service and solving customer problems. 2 years of experience required

✅ Strong Communication Skills – Ability to explain policies and solutions clearly and professionally.

✅ Tech-Savvy – Comfortable using CRM software, messaging platforms, and digital payment systems.

✅ Problem-Solving Ability – Quick thinker who can troubleshoot issues and provide solutions efficiently.

✅ Experience in Car sales/leasing, car rental, or Finance preferred– Background in car leasing, rentals, or fintech is a plus.

✅ Adaptability & Team Collaboration – Ability to work in a fast-paced, evolving environment.

Performance Metrics:

🔹 Response & Resolution quality – Ensure timely responses and quick issue resolution.

🔹 Member Retention & Engagement – Proactively manage accounts to reduce churn.

🔹 Product Knowledge & Compliance – Stay updated on policies, procedures, and offerings.

Why Join FlexRide?

• Be part of a fast-growing mobility tech company disrupting the traditional car ownership.

• Competitive salary with performance incentives.

• Opportunity to work with cutting-edge customer engagement technology.

• Growth opportunities in a dynamic and innovative team environment.