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User Support Analyst
In this role you’ll be one part anthropologist, one part air traffic controller, one part urbanist guru. Understanding how people use the app, triaging issues they encounter, while flitting across the globe… virtually… within a single day. Your morning might be spent answering emails about the New Orleans streetcar, tweets from Brooklynites asking why the L is late (again), and one sweet-but-intimidating Oklahoma grandma asking where her GO crowdsourcing points have all gone. After lunch, you’ll put out a small fire: an obscure bug that affects scooter access… but only in New Zealand. Other days will be slowerish, allowing you to chip away at some of your “big picture” projects — like streamlining our support system, writing fabulous copy for our users’ edification , championing user requests to our product team, and learning to speak Developer.
Because we don’t have offices in our 300+ supported cities (besides Montreal), our users play a key role in alerting us to issues. Answering that one gruff email can often help solve issues for hundreds — or thousands! — of irritated users, who were too busy to whinge at us. Doing so with graciousness and empathy, you’ll win over hearts and minds, giving our users renewed trust in public transit at a time when it’s desperately needed.
We have a strong support culture here at Transit. The reason millions of people are using our app isn’t just because Transit, the app™ is great. It’s because there’s no giant firewall between how Transit’s users are actually encountering the app (attested by the many emails and tweets you’ll field each day) and the product getting built. Developers and designers will be regularly asking you “what do you think about this?” because you, being in the weeds, are on intimate terms with what users are thinking, what they hate, what they love, and how they interact with the app. The coxswain of troubleshooting at Transit, you’ll follow bugs from larva to pupa to dead.
- Monitor Transit’s email inbox + social media inbounds + app reviews to make sure the most important issues are getting flagged to the rest of the team
- Triage and respond to user feedback
- Be the Agatha Christie of bug reports: you’ll be expected to do detective work and describe technical bugs in detail – for example, you will uncover why a user is no longer seeing a bus ticket in their account, or why real-time arrival data is not appearing
- Your partners in crime will be developers, data integrators, product designers, and spinmeisters communications people. Yes it’s a lot of moving parts — and you’ll often be the glue between them!
- Work with our partnerships team on transit agency partner projects
- Run training sessions with our partner success team, to make sure our transit agency partners know the app as well as you do
- Maintain and improve support resources like our user-facing Help Centre, employee-facing wikis, and other miscellanea
- Be the champion of the end user to the rest of the company. This is a big one.
Our ideal candidate…
- Has a bachelor’s degree in any related field. You recently graduated? That’s perfect!
- Can digest large amounts of information to ferret out what’s important.
- Is not freaked out by managing lots of simultaneous tasks (you gotta be one-part air traffic controller, remember!)
- Has empathy: if you feel anxious/distracted when you know someone isn’t being helped, that is a good thing
- Is a human checklist of the following adjectives: quick-to-learn, curious, diligent
- Has the discipline and drive to follow up on tasks that require more than one email, one day, or one meeting
- Loves cities and travelling!
- Has perfect fluency in English, and can preferably write and speak French; other languages are a big bonus
- Remembers to include the words “big bad dinosaur” in the subject line when they apply
- Can write well, and translate developer-speak into something the Average Gob can understand
- Is not Twitter-shy!!!
Don’t feel like all the requirements apply to you but you still think you’d be a great fit for Transit? Don’t hesitate to apply!
Compensation and benefits
- Competitive salary and stock options
- Comprehensive medical and dental coverage
- 5 weeks vacation
- Apple laptop and equipment
- $1,500 annual mobility allowance. STM? BIXI? Uber? E-bike? Scooter? Going car-free is free at Transit.
- A training and development budget
- Generous maternal/paternal/parental leave policy. Gotta fill out our tandem bicycles somehow!
- Flexible work hours
- Spend your days surrounded by first-rate teammates and the best view of Montreal Zoom backgrounds in the world
A note on diversity
Public transit is used by overwhelmingly more women and people of colour than other modes of transportation. We try to make sure the diversity of our users is reflected in the team that serves them. Because when we include people of all races, genders, sexual orientations, ages, and identities — we end up building a better app for everyone who uses Transit.
We encourage candidates of all ages, genders, origins and orientations to apply. If you’d like to specify which pronouns you’d like to be referred to, feel free to include that in your application email.
And if your lived experience has given you a unique perspective on all things transportation, mobility, accessibility, urbanism? Let us know, and we’ll make sure your application gets the attention it merits.
How to apply
To help us get to know you and your style a bit better, we’d love it if you included “test answers” to the following three questions. If you don’t speak the language perfectly, that’s okay! Let us know how confident you are in the language, then play around with Google Translate to write a response that seems to make sense.
- Does the app tell me if I am a few stops away from getting off the bus or train so I can pay attention and not miss the stop?
- Bonjour, comment modifier ou supprimer le lieu actuel?
- Llevo mucho tiempo esperando el autobús. Tu aplicación dijo que tenía que llegar hace 45 minutos, ¡pero aún no hay un autobús a la vista! Mis dedos están congelados y llegaré tarde al trabajo. ¡Tus horarios están podridos! Actualizalos o les diré a todos que tu aplicación miente.
Send your answers to the prompts to us at firstname.lastname@example.org along with a resume and a quick summary of who you are and why you’re interested in the role. We look forward to meeting you!
PS: When you apply, let us know how you heard about the position! Whispers, grapevines, middle-of-the-night Google searches? We’re dying to know.