Rider support work is a significant trust and safety function for ride-sharing platforms, and emotional labor is a critical, yet often overlooked, part of the job. The TaskUs Division of Research published a white paper that explores the toll of this work on frontline teams, who have to remain calm and be empathetic no matter the situation.
Through qualitative interviews and observations, the paper uncovers the day-to-day experiences of frontline teams and proposes a strategy for supporting their well-being while enhancing service quality.
Key takeaways:
- Frequent exposure to distressing calls can lead to surface-level emotional engagement which raises the risk for burnout and compassion fatigue.
- A healthier approach to emotional labor involves deep engagement, not just surface-level emoting.
- Platforms should adopt a combination of preventative and reactive strategies to support frontline emotional regulation, well-being and performance.
