Junior Champion, Support Team

Full-time, remote Mexico

Company overview

Our mission at Poparide is to fill empty seats in cars and make travel more social, affordable, and sustainable for everyone in Canada. Our app connects people who are already driving from A to B with passengers heading in the same direction, and facilitates posting trips, booking, chatting, leaving reviews, and everything in between.

By joining Poparide, you will do meaningful work that positively impacts people and the planet. We foster a positive, professional, and collaborative culture in which we truly care for our work and each other. If you’re interested in contributing to our mission while being part of an innovative Company with a supportive Team, this may be for you!

About this role

The experience of Poparide drivers and passengers (members) is key to our success. Our Support Team plays a vital role in ensuring members receive timely, helpful, and empathetic responses to their questions or concerns.

When a member has a positive experience, it creates word-of-mouth, which initiates growth and helps us achieve our Company’s mission. Therefore, our priority is to consistently deliver and maintain a high-quality service by providing the safest and most reliable carpooling experience for all our members.

As a Junior Champion, you’ll learn to respond to member inquiries in a professional, clear and human way, using our policies, internal processes, and Terms of Service as guidance. You’ll work closely with more experienced Champions and receive ongoing training, coaching, and feedback to help you build your skills and grow into the role.

As you gain experience and demonstrate consistent accuracy and empathy in handling member inquiries, you’ll begin managing more complex cases independently, preparing to grow into the Champion role.

We are looking for

• Passion for great customer service: You love helping people and find satisfaction in solving problems efficiently and professionally. You take pride in creating positive experiences that reflect Poparide’s commitment to care and community.
• Communication skills: Professional proficiency in verbal and written English, with a willingness to improve over time. You communicate with honesty, empathy, kindness, and professionalism, respecting others while being transparent.
• Empathy and patience: You approach sensitive situations calmly and are interested in learning how to de-escalate conflicts. You listen carefully, ensuring members feel heard and supported.
• Growth mindset: You’re eager to learn, open to feedback, and committed to improving your skills over time. You want to learn how to make decisions with long-term growth in mind, for yourself, your team, and the company.
• Flexibility and adaptability: You adapt quickly to changing priorities in a growing company and stay positive through change.
• Simplicity and clarity: You aim for clear, straightforward communication that makes it easy for members and teammates to understand and act. You value efficiency and avoid unnecessary complexity.
• Ownership: You take responsibility for your work while maintaining high quality. You trust your teammates to support you. 
• Technical curiosity: You’re comfortable learning new tools and processes to work more efficiently and support our evolving systems.
• Strong individual contributor: You can manage your workload independently, balancing productivity with quality, and consistently handling around 400 member inquiries per month with accuracy and kindness.
• Bias for action: You act promptly and confidently when helping members, making thoughtful decisions without unnecessary delay, and following up quickly to ensure issues are resolved.
• Applying policies and exercising judgment: Learning to apply Poparide’s policies consistently, make decisions within established guidelines, and seek guidance when a situation is unclear or falls outside your experience.
• Learning through feedback: Applying coaching and feedback in a timely manner and demonstrating continuous improvement in the accuracy, clarity, and quality of your work.
• Company Culture Alignment: You learn, understand, and begin integrating Poparide’s values, Kindness, Simplicity, Collective Ownership, and Growth, into your daily work.
• Real-time fluency in AI, applied to customer service: You’re comfortable using AI as a complementary tool to improve your everyday work and actively explore how it can improve the customer experience, service quality, and team efficiency. You’re curious about new AI capabilities and help bring useful practices and ideas to the team.
• Emotional resilience: You can navigate challenging member interactions with patience and professionalism, staying calm when faced with frustration or disagreement. You’re willing to learn strategies to manage emotionally demanding situations, recover from difficult conversations, and ask for support when needed. 

Bonus points for having

• Degree or relevant certification in English, Psychology, Education, Instructional Design, or a related field. 
• Experience creating training programs, developing learning content, and working with Learning Management Systems (LMS).
• Customer service experience: previous experience in a customer service role in a consumer company.
• French language skills: reading and writing in French (we support the Quebec market, which is francophone).

What you will do:

As a Junior Champion, you will spend a minimum of 80% of your time resolving member inquiries and a maximum of 20% on other tasks such as participating in Team and Company meetings.

• Responding to written member inquiries under the guidance of Champions and Senior Champions, providing clear, professional, and empathetic support. 
• Learning to use our internal tools, processes, and policies to provide accurate, consistent information and to make thoughtful decisions within established guidelines.
• Categorizing (triaging) incoming inquiries, identifying priorities, and escalating complex cases 
• Learning to take ownership of member inquiries, follow through on next steps, and ensure cases are handled accurately and efficiently. 
• Observing trends in member questions and reporting them to the team.
• Participating in training sessions, team meetings, and one-on-one coaching.
• Helping update and maintain internal documentation and training as you learn the role.
• Working toward achieving the targets and expectations outlined in our Support Roles Matrix.

Wage and Perks: 

• Starting at 165 MXN/hour
• 40 hours/week (25 hours/week during onboarding).

Apply now