About Token Transit

Token Transit makes it easier for people to ride transit by lowering the barriers to fares. We are a complete fare payment platform for public transportation - from bus, to rail, to ferry, to paratransit and beyond. Over 200 municipal and regional transportation agencies across North America use our B2B2C SaaS and hardware solutions to bring flexibility, convenience, and ease to the rider journey by letting people buy fares using their phones.

About the role

About Token Transit

Token Transit makes it easier for people to ride transit by lowering the barriers to fares. We are a complete fare payment platform for public transportation - from bus, to rail, to ferry, to paratransit and beyond. Over 200 municipal and regional transportation agencies across North America use our B2B2C SaaS and hardware solutions to bring flexibility, convenience, and ease to the rider journey by letting people buy fares using their phones. Riders can pay with their credit, debit, or commuter benefit cards, while unbanked and underbanked populations can purchase by Cash App Pay. Riders can also purchase passes directly in apps they already use like Google Maps, Apple Maps, Transit, Moovit, Google Wallet, and more. Technology changes fast and we meet riders and transit agencies wherever they are by providing innovative new solutions for payment.

Token Transit is a small team based out of San Francisco, California. Roles are split between agency sales, customer success, and engineering. We are a remote-friendly company with employees across the United States and we have an office in San Francisco.

About the Customer Success Manager Role

As a Customer Success Manager, you own the entire lifecycle of our customers - from kickoff, to onboarding, to account reviews, and renewals. You are a creative problem solver who is committed to ensuring the success of our municipal partners. You’ll also be the first line of defense to customer inquiries (i.e. Zendesk tickets) and communication. With keen observational and communication skills, you relay the “voice of the customer” to the rest of the organization - distilling valuable insights on product feedback, customer challenges, and customer success stories.

Responsibilities

Launch newly signed small to medium transit agencies, from kickoff to go-live and support your customer portfolio through their entire life cycle including defining success metrics, milestones, and account reviews with the customer.
Provide concierge support for any transit agency customer inquiries (i.e. fare modification requests via Zendesk tickets)
Help our agencies rapidly & accurately resolve any issues they may have when using Token Transit
Improve and iterate on our existing transit agency staff FAQ’s, self-help resources, and support processes. Produce and maintain customer and rider training materials.
Collaborate with Engineering, Sales, and other cross-functional peers on specific user-impacting issues, product requests, and product roadmap. Advocate and be the voice of our customers.
Understand and prioritize transit agency technology needs to ensure the features and tools developed deliver value to our customers
Share and empower our transit agency customers with best practices, peer agency connections, and a depth of knowledge in transit and transit fare payment.

About You

You are passionate about the transportation space including sustainable, equitable, safe, affordable, accessible and efficient modes of travel.
You are very comfortable working with a wide range of personality types and feel comfortable picking up the phone to cold call partners and resolve issues.
You are an entrepreneurial self-starter who can build and improve existing processes with little oversight and direction.
You have managed a high-value customer portfolio or managed high-value projects
You are very analytical and love dashboards, metrics, and data.
You are a tireless investigator. When an issue arises, you own it until resolution.
You hear challenges from others and have a burning desire to solve them. You stay calm and seek creative ways to deliver solutions.
You have a fascination with communities of all sizes: large and small, rural and urban.
You are a strong communicator and are energized by spending the day speaking with and listening to our customers.
You have 3+ years of experience working for local government (i.e. public transit agency, city, department of transportation, etc), transportation consulting, or enterprise SaaS in the Business-to-Business civic tech space (preferably in the urban planning/transportation/transit space with government customers).
Nice to have: Experience implementing and supporting hardware products.

Diversity, Inclusion, and Belonging

Public transit is overwhelmingly used by more people of color, more women, and more marginalized communities than other modes of transportation. We know it's important that the diversity and voices of our riders and transit agency customers are represented at the decision making tables at Token Transit. We encourage candidates of all races, genders, sexual orientations, ages, identities, and backgrounds to apply. Please don't hesitate to apply and share your story with us even if it feels like the requirements above don't quite fit.

Technology

Our backend is composed of Go services on Google Cloud with a custom payment service built on top of Stripe. Our backend serves a robust API, provides financial and analytic reports for transit agencies, and powers our transit agency and consumer web portals. Our payment service manages the complexities of transit payments: we process frequent low-value charges and offer a fare capping feature where riders are automatically upgraded to higher-value passes as they spend money on our service so they never overpay for transit.

Interview Process

We review your application
30-min initial phone screen with hiring manager to learn more about you and you about us
15-min "mock training" on a phone app of your choice + 30-min Q&A with the hiring manager and two additional Token Transit employees
Team interviews: we are a small team so we feel meeting 1:1 with a handful of members of the team is important to understand more about who we are and how we work

These steps are a sequential process and designed to get to know each other better. The typical interview process takes at least two weeks from start to finish and is mostly based on the team's availability. That said, we can move quickly and look to accommodate candidates who might have a short timeline or competing offers. The more information you can share about your situation and where you are in the process, the more we can either attempt to expedite/match, or save you time if we cannot.

Token Transit remote jobs

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Customer Success Manager