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 200+ 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.