Job Overview
Location
Remote, USA
Job Type
Full-time
Category
Other
Date Posted
June 3, 2026
Full Job Description
đź“‹ Description
- • Provide exceptional customer service to families, schools, and caregivers using Zūm’s Connected Mobility Experience (Zūm CMX™) platform to resolve inquiries about student transportation schedules, routes, and updates.
- • Respond to customer inquiries via phone, email, and chat in a timely, professional, and empathetic manner, ensuring a seamless experience for parents and school administrators.
- • Assist users in navigating the Zūm app and web portal to access real-time bus tracking, driver information, pickup/drop-off changes, and service alerts.
- • Collaborate with operations and dispatch teams to escalate and resolve complex service issues, including delays, missed pickups, and driver-related concerns.
- • Maintain accurate and up-to-date records of all customer interactions in the CRM system, ensuring compliance with data privacy and service protocols.
- • Proactively identify recurring customer concerns and provide feedback to product and operations teams to improve system functionality and user experience.
- • Handle sensitive information related to student transportation with strict confidentiality and adherence to FERPA and other applicable privacy regulations.
- • Support onboarding of new school districts by guiding administrators through platform features, answering technical questions, and ensuring smooth transition to Zūm CMX™.
- • Participate in regular training sessions to stay current on platform updates, policy changes, and customer service best practices.
- • Work within defined service level agreements (SLAs) to ensure response and resolution times meet or exceed company standards.
- • Serve as the primary point of contact for urgent transportation issues during school hours, including emergency cancellations or route disruptions.
- • Document and report system bugs, feature requests, and user experience pain points to the product team for continuous improvement.
- • Maintain a high level of accuracy in processing changes to student ridership, bus assignments, and schedule modifications across multiple school districts.
- • Demonstrate cultural sensitivity and adapt communication style to serve diverse families and school communities across the United States.
- • Contribute to a positive team culture by participating in team huddles, sharing best practices, and supporting peer colleagues.
🎯 Requirements
- • Proven experience in customer service, preferably in a fast-paced, technology-driven environment
- • Strong verbal and written communication skills in English
- • Ability to multitask and manage high call/email volumes while maintaining accuracy and composure
- • Familiarity with CRM systems and customer support software
- • Reliable internet connection and quiet workspace for remote work
- • Willingness to work flexible hours, including early mornings, late afternoons, and occasional weekends to support school schedules
🏖️ Benefits
- • Fully remote position with flexibility to work from anywhere in the United States
- • Competitive salary with performance-based bonuses
- • Comprehensive health, dental, and vision insurance
- • 401(k) plan with company matching
- • Unlimited paid time off (PTO)
- • Professional development stipend for courses and certifications
Skills & Technologies
About Zum Services Inc.
Zum Services operates a technology platform that manages daily student transportation for public and private school districts across the United States. The system schedules, routes, and tracks vehicles including cars, SUVs, and electric buses, while providing real-time visibility and communication tools for parents, drivers, and administrators. The company emphasizes safety through driver background checks, vehicle inspections, and integrated telematics. It partners with districts to modernize fleets, reduce operational costs, and support carbon-neutral goals by transitioning to electric vehicles.
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