Job Description

Position

: Operations Support Associate

Reports

: Customer Support Manager

Location:

Remote

Full Time:

40 hours Per Week

5 Days Per Week, 8 Hour Shifts; 2 Days Off Per Week OR 4 Days Per Week, 10 Hour Shifts; 3 Days Off Per Week

About Us

NuBrakes is building the future of auto care. NuBrakes is a tech-enabled mobile auto repair company that is working to make repairs more convenient and affordable for drivers everywhere. We've started by providing top-of-the-line mobile brake repair services. Our repair technicians travel to our customer's location to diagnose and repair their brakes.

NuBrakes has grown to 8-figures in revenue and recently achieved profitability. Today, we have a 90 Net Promoter Score, have completed more than 100,000 services, and earned 20,000+ 5-star reviews across Google and Yelp.

We deliver unmatched convenience, transparent pricing & insanely good customer service. Our mission is to be the most loved, trusted, and reliable company in car care.

About The Role

As an Operations Support Associate, you will play a vital role in assisting our customers and automotive repair technicians while they are out in the field. Your primary responsibility will be to receive incoming technician/customer requests, assess the nature of the issue, and assist in resolving requests.

Your key tasks will include ensuring that the technicians are prepared for their appointments, monitoring technician availability, tracking their progress, and providing updates to help resolve their issues in a timely manner.

In this role, effective communication and organizational skills are crucial. You must have the ability to multitask, remain calm under pressure, and make quick decisions to ensure timely service delivery. Attention to detail is essential in accurately documenting service requests and maintaining updated records.

Collaboration with other team members and technicians will be essential to streamline operations and provide exceptional service. You will also work closely with the management team to identify areas for process improvement and optimize dispatching procedures

Scope of Responsibilities:

Provide exceptional customer service via phone, email, and chat by addressing inquiries, scheduling appointments, and resolving issues promptly and professionally. Troubleshoot and resolve customer concerns related to brake repair services, coordinating with technicians and other team members to ensure a seamless customer experience. Efficiently manage and schedule customer appointments, ensuring accurate and timely bookings for mobile brake repair services. Maintain a thorough understanding of NuBrakes' services, pricing, and processes to provide accurate information and assist customers effectively. Clearly and effectively communicate with customers, providing detailed explanations and updates regarding their service requests and appointment status. Answer inbound calls and texts from NuBrakes technicians to help resolve issues, questions, and requests. Learn the various tools and software needed to perform tasks needed to resolve technician issues, such as online parts ordering systems, NuBrakes Ops Admin site, and support ticketing software. Assist with technician payment processing and billing concerns Provide quotes for additional repairs that technicians identify on-site Maintain updated records of all customer interactions, appointments, and service requests Assist technicians in ensuring efficient routing and timely service for scheduled repair appointments. Monitor technician progress and communicate with customers regarding any delays or changes to scheduled appointments. Coordinate with the technicians to ensure they have the necessary equipment, tools, and parts for each job and help troubleshoot any issues they encounter throughout their day. Collaborate with other team members to improve operations processes and identify areas for service enhancement.

Qualifications

Fluent in English (both spoken and written) Experience in the automotive industry or an understanding of vehicles 3+ years of experience providing Customer Support, Technical Support, Logistics Support, or Dispatch Support Familiarity with ticketing systems such as Front or Zendesk is preferred Ability to multitask between multiple computer programs Able to work weekends (we operate between 7am and 7pm CST)

Compensation / Benefits

$7+ per hour (USD) Full PTO and Sick Policy in accordance with the law of your local country Health Insurance will be provided beginning on November 1st, 2025 Full-Time Employment through our Employer of Record (EOR), Note: You will be an employee in your local country; not a contractor*

Job Type: Full-time

Pay: From R7,00 per hour

Expected hours: 40 per week

Work Location: Remote