Customer Service Representative, Zum
$53-63k
Student transportation services
Be an early applicant
Student transportation services
201-500 employees
Be an early applicant
$53-63k
201-500 employees
Company mission
To bring student transporation into a new era enabling greater safety, sustainability, equity, and transparency.
Role
Who you are
- High school diploma or equivalent required
- 1–3+ years of experience in a call center, customer service, or inside sales environment
- Experience handling high call/email/chat volume with strong responsiveness standards
- Demonstrated ability to manage customer interactions professionally and efficiently
- Strong written and verbal communication skills
- Comfortable using CRM systems and standard business tools (email, spreadsheets, etc.)
- Ability to prioritize and manage multiple tasks simultaneously
- Customer-focused with a high-quality, responsive approach to service delivery
- Sales-oriented — comfortable driving conversations toward booking and revenue conversion
- Strong problem-solving skills; able to assess situations quickly and identify effective solutions
- Operates with urgency in a high-volume, time-sensitive environment
Desirable
- Charter, transportation, or logistics experience
- Inside sales or quote-to-book conversion experience
- Bilingual (English/Spanish)
What the job involves
- Reporting to our Vice President of Charter Paul Egger, the Customer Service Representative (CSR) plays a critical role in converting inbound demand into booked charter revenue while delivering a high-quality customer experience
- This position serves as the front line for customer engagement, managing the full lifecycle from initial inquiry through quotation, follow-up, and booking support
- This is not a passive service role — the CSR is expected to actively drive conversion, respond with urgency, and contribute directly to revenue growth
- Serve as the primary point of contact for inbound charter inquiries via phone, email, and chat
- Capture detailed trip requirements and generate accurate, timely quotations
- Proactively follow up on all quotes and leads to drive conversion to booked revenue
- Manage customer requests including trip changes, cancellations, and issue resolution
- Deliver fast, effective, and professional communication across all customer interactions
- Resolve customer issues with a focus on single-contact resolution whenever possible
- Maintain accurate records of all customer interactions and opportunities in internal systems
- Collaborate with operations teams to align customer needs with service availability
- Meet or exceed individual revenue, conversion, and responsiveness targets
- Contribute to overall team revenue and customer satisfaction goals
Our take
The largest mass transit system in the US is student transportation, and it’s more than double the size of all others combined. It’s rife with inefficiencies, however: circuitous routes mean many students are spending more time travelling and less time sleeping, exercising, or participating in enrichment activities, affecting student outcomes and inequalities.
Zum is looking to overhaul school transport with the help of cloud computing and AI. It has a central hub from which it manages route planning and vehicle assignments across 4,000 areas and school districts in California, meaning fleet deployment, maintenance, and operational efficiency can be optimised. It also offers cameras and tracking in vehicles, and is committed to having a fully electric, 10,000-strong bus fleet by 2025.
It's an ambitious plan, but it’s clear that the US school busing system is in dire need of an overhaul. We’re seeing startups like Via offer a similar service to NY schools, gathering similarly strong momentum. With Zum having reached Unicorn status in 2024 thanks to new funding, and its California roll-out continuing without a hitch, it appears, for now, to be leading the modern student transportation startup pack.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
18% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Apr 2026
$100m
GROWTH EQUITY VC
Jun 2024
$32m
GRANT
Total funding: $468.8m
Company benefits
- Medical, dental and vision benefits, including paid membership to One Medical
- Unlimited vacation policy
- Free daily catered lunches + fully stocked kitchen at HQ
- Ability to have a huge impact at an early-stage, mission-driven startup
- Fun office culture and a team you would be proud to work with
Company HQ
Redwood Shores, Redwood City, CA
Leadership
Ritu Narayan
(Co-Founder & CEO)Worked as a Lead Product Manager at Yahoo!, eBay, then took up a Sloan Fellowship at the Stanford Graduate School of Business.
Vivek Garg
(Co-Founder & COO)Spent over a decade as a Major in the Indian Army, then went on to found and lead BAPAR, before taking up a Researcher role at Stanford University's SEED Institute.
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