A little bit about us…
UZURV is a 180+ person, growing technology company based in Richmond, VA. The company operates in 16 states and is now expanding nationally. As an Adaptive Transportation Network Company, the UZURV mobility platform serves individuals with disabilities, the elderly, and others who need assistance with independent transportation. UZURV’s platform combines rideshare with specialty credentialed, drug and alcohol tested drivers to provide safe, reliable mobility and a higher level of care for the transportation disadvantaged.
It’s a technology platform and service that helps people who need assistance get where they need to go.
A little bit about the role!
We are seeking a mission-driven Operations Support Manager with deep experience in customer support operations, complaint resolution, and team leadership. As the Operations Support Manager, you’ll report to the Senior Manager of Operations and lead our growing Support team - including Rider Support (Customer Care), Driver Support, and Client Support.You’ll serve as a key escalation point for complex issues, guide team performance and growth, and implement scalable systems that help our support operations run smoothly.
This is a dynamic role where no two days are the same - and the work you do will directly impact people’s lives across the country.
The Operations Support Manager will be responsible for:
Support Oversight & Quality Assurance
- Collaborating with Operations leadership to implement and refine service processes and policies.
- Overseeing the Operations Support team - this includes driver support team, rider support team (Customer Care), and client support - to ensure compliance with company policies and procedures, holding team members accountable to achieving company goals, and recognizing and celebrating team success.
- Driving individual and team accountability, motivating and managing the team to meet and exceed service goals and increase productivity, with the result of delivering quality service efficiently.
- Providing frontline support for escalated issues from call centers, riders, drivers, and clients in collaboration with Ops leadership.
- Diagnosing and resolving service challenges across multiple channels (chat, email, phone, Slack).
- Delivering remediation and coaching to frontline teams and supporting long-term development planning for Support Associates and Supervisors.
- Delivering coaching and remediation to drivers.
- Acting as a liaison between support teams and other internal departments to drive resolution and continuous improvement.
- Handling and investigating customer complaints and feedback with professionalism and urgency.
- Tracking and documenting customer interactions and outcomes accurately.
- Coordinating emergency or time-sensitive situations with appropriate internal teams.
- Championing a culture of empathy, efficiency, and accountability within your team.
- Performing other duties or projects as assigned in a dynamic, fast-paced environment.
Team Leadership & Development
- Identifying skill gaps at both the individual and team level; delivering targeted training in areas such as customer service, issue resolution, and use of platforms like Slack, NICE, and Zendesk. Conducting regular 1:1s, providing data-driven feedback, and guiding growth-focused coaching conversations that reinforce strengths and address areas for improvement.
- Preparing Supervisors for success by strengthening people management skills including delegation, conflict resolution, and accountability.
- Collaborating with team members to set clear, measurable goals aligned with key operational KPIs (response times, resolution quality, attendance). Tracking progress and holding teams accountable.
- Celebrating wins, fostering inclusivity, and maintaining a positive, motivating work environment where team members feel valued.
- Encouraging bottom-up feedback to identify process improvements and adjusting team strategies in real time.
- Delivering regular 1:1s, coaching sessions, and performance feedback to Supervisors
Reasons we are excited about you…
Experience & Education
- Bachelor’s degree preferred.
- Minimum of 5 years’ experience as a Customer Support Manager focused on complaint resolution, ideally within fast-paced, customer-facing, or transportation-related environments.
Skills & Competencies
- Strong analytical skills with the ability to interpret data and identify trends to improve service capacity and performance.
- Demonstrated success in developing, implementing, and enforcing standard operating procedures (SOPs) and optimizing operational workflows.
- Excellent verbal and written communication skills.
- Proven ability to lead escalated issue resolution, offering clear guidance to both internal teams and external stakeholders. Strong interpersonal skills and the ability to engage effectively with diverse teams and audiences.
Technical Proficiency
- Mastery in Zendesk (or comparable ticketing platforms) is required.
Process Improvement
- Track record of successfully designing and improving workflows and processes to
- enhance efficiency and service quality.
Location & Availability
- Must be based in or near Richmond, VA, with the ability to work onsite 2–3 days per week.
- Must have access to reliable transportation.
- Flexible schedule required, including occasional evening and weekend availability.
Reasons it pays to work for UZURV (in addition to the pay itself)...
UZURV employees understand we are building a company that is greatly needed to improve access to mobility for all of us, regardless of our disabilities, illnesses, or impacts of age. We get daily affirmation from our riders, drivers, and the transportation companies we work with about the innovation, value, and quality inherent in what we bring to market. In addition to providing our employees with a safe and collaborative environment UZURV also offers:
- 401K matching
- Healthcare benefits package
- Generous PTO and paid holidays
- Collaborative team-based work environment
Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every. single. qualification. At UZURV, we are dedicated to building a diverse, inclusive and just workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with 100% of the qualifications listed, we encourage you to still apply. Our hiring philosophy looks to weed people INTO our process, not weed them out! Who knows, you may be just the right candidate for a future role at UZURV.
Just go for it... submit your resume!
