Throo Customer Service Executive Long Island City, NY · Full time Company website

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About Throo

TADA Mobility (USA), operating in New York as Throo, is a Singapore-based ride-hailing platform that has disrupted the Southeast Asian market since its launch in 2018. Unlike traditional giants like Uber or Lyft, Throo operates on a zero-commission model. Instead of taking a large percentage of every fare (often 20% or more), Throo charges drivers a small, fixed platform fee. This ensures that drivers retain more of their hard-earned income and riders enjoy more competitive, transparent pricing.

Powered by MVL’s blockchain, Throo creates a "fairness-first" ecosystem. By recording ride data securely and transparently, the platform incentivizes safe driving and high service quality through a token-based rewards system. Having already captured significant market share in Singapore, Cambodia, Vietnam, Thailand, and Hong Kong, Throo is now bringing its blockchain-backed, driver-centric model to the West, with New York City serving as the cornerstone of its North American expansion.

Key Responsibilities

• Providing timely and accurate support to riders and driver-partners via hotline, email, and in-app chat channels.
• Resolving a wide range of customer issues including trip disputes, payment discrepancies, account verification, safety concerns, and lost-and-found items.
• Delivering support fluently in both Spanish and English so that Spanish-speaking riders and driver-partners receive a seamless, native-language experience.
• Documenting all customer interactions accurately in our CRM system while maintaining strict compliance with applicable U.S. and New York State data-privacy laws, including the NY SHIELD Act.
• Escalating complex or sensitive cases (e.g., safety incidents, NYC TLC regulatory or complaint matters) to the Team Lead with comprehensive context and documentation.
• Assisting driver-partners with onboarding queries, TLC driver license and vehicle documentation checks, and platform navigation support.

What You Will Need

• Qualifications: High school diploma or equivalent (GED) required; an associate’s or bachelor’s degree is a bonus.
• Experience: 1–2 years of frontline customer service experience, preferably in a fast-paced environment (transport/logistics/tech sectors highly preferable).
• Technical Knowledge: Solid understanding of U.S. consumer data-privacy obligations (e.g., the NY SHIELD Act) and a strong commitment to safeguarding customer data. Familiarity with CRM systems and comfort working with digital tools/platforms.
• Skill Proficiencies: Proficient at handling high-volume inquiries across multiple channels simultaneously while maintaining service quality. Excellent problem-solving skills with the ability to de-escalate tense situations calmly and professionally.
• Language Proficiencies: Fluent Spanish (written and spoken) is required, with native or near-native proficiency strongly preferred; fluent professional English (written and spoken) is also required, to serve New York City’s diverse rider and driver-partner base.

Good to Have

• Prior experience in the ride-hailing, for-hire vehicle (FHV), taxi, or broader transportation sector in New York City.
• Working knowledge of New York City Taxi & Limousine Commission (TLC) rules governing High Volume For-Hire Services (HVFHS), including driver TLC licensing, vehicle licensing, and wheelchair-accessible-vehicle (WAV) requirements.
• Experience handling safety-related incidents or vulnerable customer situations.
• Basic proficiency in data entry and reporting to support weekly service metrics tracking.
• Demonstrated empathy and cultural sensitivity when interacting with riders and driver-partners from diverse backgrounds.
• Familiarity with New York City geography across the five boroughs and common rider/driver pain points.
• Awareness of NYC TLC driver-pay (minimum earnings) standards and congestion-pricing rules, and how they affect driver-partner earnings.
• Resolving a wide range of customer issues including trip disputes, payment discrepancies, account verification, safety concerns, and lost-and-found items.
• Delivering support fluently in both Spanish and English so that Spanish-speaking riders and driver-partners receive a seamless, native-language experience.
• Documenting all customer interactions accurately in our CRM system while maintaining strict compliance with applicable U.S. and New York State data-privacy laws, including the NY SHIELD Act.
• Escalating complex or sensitive cases (e.g., safety incidents, NYC TLC regulatory or complaint matters) to the Team Lead with comprehensive context and documentation.
• Assisting driver-partners with onboarding queries, TLC driver license and vehicle documentation checks, and platform navigation support.