Experience Support Coordinator

Mevo is Aotearoa New Zealand’s on-demand car share service. We’re a growing, venture-backed startup changing the way urban Kiwis and businesses think about car ownership. Instead of buying, storing, and maintaining a private car, our members access any vehicle in our shared fleet when they need it, unlock the car using our mobile app, and pay only for what they use. Read about NZ and the world’s BIG car problem that we are trying to solve.

👋 Meet our team: https://mevo.co.nz/team

What You’ll Do

The Experience Portfolio looks after our member base. We strive to create, build, and grow the best relationships with our members. Our Experience Support Coordinators are the first to respond to the needs of our members and play a major role in the relationship-building process.

We are looking for one part-time Experience Support Coordinator (minimum 15 hours per week). Working in a rostered shift-based format and reporting to the Experience Support Manager, you’ll contribute to member support and administration tasks to ensure members' trips are going smoothly and our internal operations are humming efficiently.

Member Support

• Live chat messenger, email, and phone support for general queries and app or vehicle troubleshooting
• Incident triage and response
• Creating bug reports for member-reported issues
• Any other support-related tasks
  
  

Administration

• Processing account approvals and removals
• Lodging infringements, insurance claims
• Coordinating lost property returns
• Any other administrative-related tasks
  
  

Requirements

What we are looking for

The Basics

• Must be 21 years of age or older due to our vehicle insurance requirements
• Valid Class 1 Full New Zealand driver's licence
• Have your own laptop and cellphone
• Part-time role, 15 hours per week. (Hours may vary week-week)
• Preferably based in Wellington, Auckland or Nelson
• While the majority of the work takes place during evenings, weekends, and/or holidays in rosters, you may occasionally be working on Monday-Friday day shifts
  
  

The Extras

• Remain calm in high-pressure situations — we are a “real-world” tech company with real assets like cars on the ground. Emergencies can arise and you must be able to assist
• Great verbal and written communication skills — you’ll often be conversing with members, giving them directions or instructions
• Have a growth mindset in always looking to take on challenges and learn — we are a startup and there’s lots that we don’t know or haven’t built yet!
  
  

Benefits

What you can expect from us

• Living wage at $26.00/hour
• Fortnightly 1:1 with your manager
• Discounted Mevo vehicle hires
• Initially office-based in Wellington or Auckland, then hybrid/remote work opportunities.
• Learn and grow with a startup
• Be a part of a team that's changing the way our cities move!
  
  

Application Process

Please submit your application in the portal. We will review your application within 10 business days of submission and let you know by email if we will proceed with an interview with Nova Gebbie (Experience Team Administrator) or Tian Wu (Head of Experience).

If you are successful in the interview, we will arrange a team interview where you’ll get a chance to meet the current team and ask any questions you may have about the role, working at Mevo, etc. If you would like to join the team after that, we will send you the official offers and contract to sign!

Not sure but want to know more?

Browse our website — mevo.co.nz has all the information that you need

Read our blog — a collection of stories from the members you’ll be helping out and some thoughts from our team on why we do what we do

Download the app — there’s no better way to get an understanding of our product and service than doing it hands-on. There’s a free $20 credit with this link→

Have a chat — please email [email protected] with your dates and availability and any questions you may have