Remote Markets Agent (Ciudad de México)

This is a remote position.

DriveWhip is a mobility provider in the Washington, DC area, with offices in multiple cities, including Atlanta, that leases/rents vehicles to Uber, Lyft and other On-Demand or rideshare drivers. As a ground floor member of an exciting new company, all associates will be tasked with a variety of responsibilities. An appreciation for the pros and cons of start up culture is a must.

Our goal is to deliver superior customer service, respect, expertise and responsiveness to our customers. As stewards of our company, you will be responsible for awarding every customer with a positive rental experience.

Position Summary

Guide customers through vehicle setup prior to pickup and ensure all required documentation is completed and submitted after pickup. Update internal systems accurately with customer, vehicle, and service information. Receive, document, and manage customer‑reported issues including mechanical concerns, tire repairs or replacements, towing needs, and service requests. Schedule service appointments with approved vendors and identify new vendors when necessary. Follow up with vendors on repair status and payments until services are completed.

Essential Duties and Responsibilities

• Conduct bi‑monthly (every 10,000 miles) maintenance follow‑ups for all assigned remote market vehicles
• Manage accident and claims follow‑ups, ensuring customer and vehicle safety
• Collect vehicle condition reports, invoice customers for damages, follow up on payments, establish payment arrangements when applicable, and coordinate vehicle returns
• Coordinate vehicle retrieval from impound lots, including towing arrangements and payment follow‑up
• Support customer requests related to vehicle swaps and upgrades
• Follow up with vendors regarding pending repairs, windshield replacements, and parts installations
• Coordinate parts orders from main offices and schedule repairs upon parts arrival
• Schedule towing services through approved vendors or third‑party platforms such as Honk or Urgently and confirm service completion
• Assist customers with rideshare‑related questions and app usage
• Perform daily outbound and inbound communications with customers, Tesla Service Centers, towing companies, impound facilities, repair shops, and other service providers
• Conduct collections follow‑ups with customers regarding outstanding balances, negotiate payment arrangements, and track compliance
• Maintain organized records, follow‑ups, and task tracking to ensure timely resolution of all assigned cases

Qualifications Required

• Ability to work remotely and independently with minimal supervision, while the agent will join a daily meet session for support and daily Q&A
• Availability to perform outbound calls and ongoing customer follow‑ups during assigned working hours
• Reliable internet connection, computer, headset, and phone access suitable for VoIP or cloud‑based systems
• Strong customer service orientation with a problem‑solving mindset

Education and Experience

• High school diploma or equivalent required
• Post‑secondary education in business, communications, customer service, or a related field preferred
• Prior experience in customer support, fleet operations, logistics, automotive services, call center operations, or collections preferred
• Experience working with vendors, service providers, or third‑party platforms is a plus

Salary

$7.00 USD hourly

Skills and Abilities

• Excellent verbal and written communication skills in English, Spanish is a plus
• Strong customer‑focused approach with empathy and professionalism
• Ability to manage multiple cases, follow‑ups, and priorities simultaneously
• Strong organizational and documentation skills with attention to detail
• Ability to negotiate payment arrangements and handle sensitive conversations professionally
• Problem‑solving skills with the ability to think proactively and propose solutions beyond standard procedures
• Comfortable working independently within a team‑oriented environment
• Ability to track tasks, deadlines, and follow‑ups without direct supervision

Job Performance Expectations

• Consistently manage outbound calls and customer follow‑ups within assigned working hours
• Maintain professional, empathetic, and solution‑oriented communication with customers, vendors, and service providers
• Accurately document all interactions, cases, and outcomes in Slack threads, CRM and ticketing systems
• Independently prioritize workload, track follow‑ups, and meet deadlines with minimal supervision
• Proactively identify issues and propose resolutions beyond standard procedures when appropriate
• Handle sensitive payment or service‑related conversations with professionalism and discretion
• Collaborate effectively with the team by participating in daily meetings and contributing to shared problem‑solving
• Adhere to company policies, data security standards, and quality guidelines while work