Employee Experience Associate

About Alto:

Alto is building the mobility and fleet management platform of the future. Since 2019, Alto has been redefining the rideshare experience for drivers and passengers alike. Unlike traditional gig-based platforms, Alto drivers are W-2 employees and drive a company-owned fleet of luxury EVs, which unlocks a level of safety, consistency, and hospitality that is unmatched in the industry. Using this model, Alto is building the capabilities to support an autonomous future. Alto is currently driving on the Alto app in Dallas and Houston, and in partnership with Uber in Los Angeles and Miami, with ambitions for nationwide expansion. For more information, visit

Position Overview

The Employee Experience Associate is a key member of our Employee Experience team, focused on delivering exceptional, consistent support to Alto’s W-2 employee drivers. You will prioritize the employee experience by assisting off-the-road drivers with general support, policy clarification, and scheduling questions, via phone, chat, and tickets. This includes ensuring each interaction is clear, consistent, and centered on a positive, high-quality “white glove” experience for our employees, who are at the core of our service. Your role plays an important part in setting our employees up for success.

While the core role is supporting our employees, this role may also support our Alto customers (riders) during peak times or team absences by managing support channels, monitoring trips, and proactively communicating with customers impacted by service delays or account issues.

This role will be expected to work a Tuesday - Saturday schedule, with some evening hours required to support business needs.

What you’ll do:

• Employee Support: Deliver exceptional off-the-road support to employees via phone, chat, and Zendesk ticketing, focusing on scheduling, attendance, and policy clarification, and appropriately redirecting HR or Payroll-related issues.
• Ticket & Queue Management: Manage Zendesk queues, ensuring timely responses, maintaining SLA adherence, and delivering accurate and thorough resolutions for all employee and customer inquiries.
• Employee Appeals: Review and document employee appeals related to safety scores or policy violations, escalating findings to the appropriate departments when necessary.
• Data Security: Handle all employee information, disciplinary documentation, and Personally Identifiable Information (PII) with the utmost discretion and compliance with Alto’s data privacy and security standards.
• Driver Feedback Tracking: Document and accurately categorize customer-reported driver complaints, ensuring each instance is logged for Market Operations follow-up.
• Customer Support: When necessary, handle inbound customer calls and texts for (via Hubspot and UJET), professionally addressing and resolving trip-related or account concerns.
• Team Engagement: Actively participate in required team meetings to share trends, process improvements, and updates on driver and customer sentiment.

Qualifications:

• 1+ years of experience in a high-touch customer and/or internal support role.
• High school diploma or equivalent required.
• Strong interpersonal skills with a desire to help others.
• Superior written and verbal communication skills. Ability to articulate complex policies clearly while conveying empathy and confidence to both customers and Alto employees.
• Exceptional attention to detail and a demonstrated ability to consistently and accurately interpret, apply, and defend complex company policies (e.g., attendance, scheduling, safety appeals).
• Commitment to discretion & integrity when managing sensitive information (PII, disciplinary records, etc), ensuring full compliance with Alto’s data privacy and security protocols.
• Tech-savvy and comfortable navigating multiple software systems simultaneously (CRM, scheduling, timekeeping)
• Proven ability to manage high-volume support queues while consistently meeting team goals and SLAs
• Ability to work atypical hours when needed, including evenings and/or Saturdays.

Bonus Points (Preferred Qualifications):

• Associate’s degree or Bachelor's degree
• Direct experience working with core CRM systems such as Zendesk, HubSpot, or UJET.
• Direct experience supporting internal employees or drivers on operational, scheduling, or timekeeping topics.

Perks of the ride:

• Competitive base salary and bonus in a high-growth startup
• Medical, dental and vision insurance
• 401k with company match
• Flexible Paid Time Off
• Free Alto membership and monthly credit to ride with Alto

ADA Statement:

The above statements describe what are generally believed to be principal and essential functions of the job. Specific circumstances may allow or require some incumbents assigned to the job to perform a different combination of duties.

EEO Statement:

Alto is committed to equal opportunity and is firmly committed to preventing discrimination and harassment, including sexual misconduct, based on legally protected diversity characteristics (such as race, color, religion, national origin, sex, age, disability, sexual orientation, gender identity or expression, family status, citizenship, genetic information, and veteran status) in its application and hiring processes and in its employment decisions.

Pay: $45,000.00 - $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Employee discount
• Health insurance
• Paid time off
• Parental leave

Application Question(s):

• Are you willing and able to work a Tuesday - Saturday schedule?

Work Location: Hybrid remote in Dallas, TX 75235