Kater Careers > Customer Service

User Support Supervisor

Kater is a local technology company creating innovative transportation and mobility solutions for British Columbians. The Kater Ride-hail app allows users to request safe, reliable rides from their smartphone. Kater is growing fast and we’re looking for a User Support Coordinator to join our epic Kater Team!

What you’ll do:

  • Take the lead in organizing the 24/7 day to day operations of an awesome team of Kater Care Specialists.
  • Create and maintain team schedules, insuring appropriate coverage to deliver on service level objectives for both voice & chat support.
  • Provide real time feedback and wickedly insightful coaching to help Kater Care Specialists deliver amazing support to Kater Drivers & Riders.
  • Continuously reassess processes & knowledge centre content for opportunities to improve.
  • Be an escalation point for Kater Care Specialists and resolve user escalations as needed.
  • Participate in Driver & Rider events as needed.
  • Proudly represent Kater Ride-hail and exhibit our values.
  • Take responsibility for delivering an amazing experience to our Riders & Drivers.
  • Become an integral part of a progressive team that lives and breathes a “Do More” attitude in a trusting, inclusive workplace.

What you’ll bring:

  • Excellent communication and problem-solving skills. We’re talking excellent.
  • A great attitude and ability to inspire and elevate the performance of your peers.
  • A penchant for detail and exceptionally high level of organization.
  • An ability to work independently and thrive in a fast paced, constantly evolving environment.
  • A high level of comfort public speaking and interacting with team members and users in different environments.
  • Relevant experience coaching or leading teams in past roles.
  • Knowledge of call centre metrics, best practices and support tactics.
  • A passion for growth, inquisitive nature and desire to continuously evolve with our business.
  • A positive attitude, sense of humour and ability to get things done.
  • The ability to work individually and with a team.
  • An ability to balance day to day operations with additional tasks and projects as needed.


  • Competitive wages.
  • Medical, dental, and vision benefits after 90 days.
  • Free lunch every two weeks.

Kater has a track record of promoting from within so if you are interested in leadership or technical career paths, you will have both options to consider.

Please note: Candidates need to be authorized to work in Canada and available for interviews in Surrey.


Surrey. BC

Job Type:

Full Time


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