Responding to COVID-19: Compare changes in rider demand across cities and see how transit agencies are responding to coronavirus

User Support

Montreal, Canada

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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.

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.

So 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.

Ok, on to your job requirements:

Our ideal candidate…

Benefits and Compensation

Ready to apply?

To help us get to know you and your style a bit better, we’d love it if, at the end of your cover letter, 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.

  1. 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?
  2. Bonjour, comment modifier ou supprimer le lieu actuel?
  3. 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 [email protected] along with a resume and a quick summary of who you are. We look forward to meeting you!