We asked users to rate their rides. They ratted out their furry friends. 

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. As part of the Service Delivery team, 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 300+ 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 write to 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 barrier 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. As the first line of contact with our app users, you’ll be responsible for sharing feedback about what users are thinking, what they hate, what they love, and how they interact with the app to our developers, and designers.

As Transit users’ voice within the company, you’ll track new features from development to release, help our developers crush bugs, and ensure that the app is the best it can be for our users.

📝 Responsibilities

✅ Requirements

💯 Would be nice if…

Don’t feel like all the requirements apply to you but you still think you’d be a great fit for Transit? Don’t hesitate to apply!


💰 Compensation and benefits

$40,000 CAD - $60,000 CAD per year, based on experience

👨‍💻 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.

We encourage candidates of all ages, genders, origins and orientations to apply. If you’d like to specify which pronouns you use, feel free to include that in your application email.

And 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.


📬 How to apply

To help us get to know you and your style a bit better, we’ve provided a few skill-testing questions that you might encounter in a day’s work. (If you don’t speak the language fluently, that’s perfectly fine. 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. Hi, I just moved house but I can’t figure out how to change the “home” address on your app. I love Transit but your frequently asked questions didn’t help me at all. Please walk me through the process step-by-step or I’ll have to download a new app!
  2. Bonjour, comment ajouter un lieu favori?
  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 [email protected] along with a resume, and a quick summary of who you are and why you’re interested in the role. We look forward to meeting you!