Rider Support - On-call Staff

About WE-cycle

Mission: Together, we inspire a healthy community and roll toward a greener future by providing enjoyable, safe, and reliable bikeshare as an active, on-demand service within the transit ecosystem.

In our dynamic, action-oriented WE-cycle workplace, we roll as one. We collaborate, support one another, and are resilient, balanced, and adaptable as priorities shift. We believe that if there is a wheel, there is a way, we approach challenges with creativity and determination. We are kind to ourselves and to others, knowing that respect and empathy strengthen our team. We recognize that every ride makes a difference, and we strive for excellence in the impact we deliver every day. 

Position Summary

The Rider Support On-Call Staff serves as the first point of contact for rider assistance throughout the year, with high engagement during peak months (May–September) and lighter activity in the off-season. This role provides customer support via phone and email, performs basic system checks, and ensures timely communication and issue resolution. Individuals in this position must be strong communicators, detail-oriented, and capable of working independently while representing WE-cycle with professionalism and care.

This position is ideal for someone who enjoys solving problems, helping others, and contributing to a mission-driven organization focused on sustainable transportation. While the role is remote and part-time, we are committed to building strong year-round connection and inclusion through structured communication, weekly virtual meetings, and ongoing team engagement. Applicants must be located in Colorado or able to travel to the Roaring Fork Valley at their own expense.

Key Responsibilities

• Serve as the first tier on the rider support phone tree on scheduled days.
• Respond to incoming rider calls and emails, providing timely and accurate assistance.
• Resolve common issues such as account access, checkout/return issues, and sign-up questions.
• Escalate complex or unresolved issues to your manager.
• Perform twice-daily system and station status checks; resolve minor issues or escalate as needed.
• Maintain documentation and follow communication workflows.
• Meet established thresholds of engagement based on call volume and rider needs.
• Participate in weekly, virtual meetings for training and team integration.

Qualifications

• Strong verbal and written communication skills
• Dependable, self-motivated, and comfortable working remotely
• Quick learner with attention to detail and a service-oriented mindset
• Experience in customer support or bike share operations a plus
• Reliable access to a computer and availability to respond during service hours as needed.