Metro Service Manager - East Coast

At HopSkipDrive, our goal is to create opportunity for all through mobility. 

We’re a technology company that solves complex transportation challenges where there is a heightened need for safety, equity, and care. Through our marketplace, we connect kids, older adults, or anyone needing extra support to highly-vetted caregivers on wheels. Through our software, we solve the biggest transportation challenges facing schools and school districts around the country. 

Founded by three moms as a solution to their own transportation challenges, we’ve now facilitated more than 3.3 million rides and operate across over 13 states across the country. We continue to expand at a rapid pace, making the Inc. 5000 list four times, as well as the Deloitte 500 Fast-Growing Technology list. HopSkipDrive is a Series D company and has raised $100M in funding to date.

Who we are

As HopSkipDrive continues to grow, we are excited to introduce a new role—Metro Service Manager—that ensures our high standards of client care. This role will provide exceptional, proactive support for our clients throughout the operational lifecycle. This position bridges the gap between Implementation, Customer Success, and ongoing Operations to streamline service delivery and ensure a premium client experience.

The Metro Service Manager will take ownership of ongoing client operations and issue resolution. This new role will work closely with cross-functional teams to proactively address client needs, improve service quality, and optimize ride experiences. We are looking for creative problem-solvers who, like us, believe that challenges require innovative approaches, unique perspectives, and new ways of thinking.

• Serve as the primary point of contact for assigned clients, ensuring needs are addressed and solutions delivered with urgency and professionalism.
• Respond to and resolve complex client inquiries, leveraging internal resources and collaboration to provide swift resolutions.
• Lead and manage the implementation of new business from contract signed through launch, ensuring a successful implementation process and maintaining communication with clients throughout the implementation 
• Act as a trusted advisor by continuously learning about HopSkipDrive's evolving products and services to best support clients.
• Gather and analyze feedback on ride experiences to identify improvement opportunities and implement service enhancements.
• Collaborate with cross-functional teams to address systemic issues affecting client satisfaction and advocate for impactful changes.
• Partner with Customer Support Specialists to resolve real-time ride and account issues while delivering weekly optimization reports.
• Conduct virtual and in-person client meetings to strengthen relationships, align on goals, and ensure adoption of best practices.
• Drive the strategic planning and execution of business reviews to align ongoing service strategies with client objectives.

Who You Are

You’re a proactive and strategic customer success professional who excels at building strong client relationships, solving complex challenges, and driving measurable results. You thrive in fast-paced environments and are passionate about enhancing client experiences through data-driven insights and collaboration.

• 5+ years of experience in Customer Success, Account Management, or Implementation roles, preferably in a high-pressure or start-up environment.
• Proven ability to manage client relationships, resolve issues swiftly, and deliver exceptional customer service.
• Strong communication skills, both written and verbal, with the ability to present insights and solutions effectively in meetings and reports.
• Expertise in analyzing data, identifying trends, and implementing actionable solutions to improve client outcomes.
• Experience collaborating across teams to address root causes of recurring challenges and enhance service delivery.
• Proficiency with CRM tools such as Salesforce or Kustomer, and advanced Excel skills are preferred.
• Willingness to travel (10%-20%) to strengthen client relationships and support service strategies.
• A proactive, problem-solving mindset with the initiative to drive continuous improvement and innovation.

Our Investment In You

We want you to be an owner in our company and share in executing our vision, so every full-time employee has equity. In addition, we offer flexible vacation, medical, dental, vision, and life insurance, 401(k), FSA, and an opportunity to work for a uniquely positioned, VC-backed company in a hugely attractive space with significant upside potential. HopSkipDrive is committed to fair and equitable compensation practices. The salary range for this role is $80,000 - $90,000. This position is remote and, as such, compensation will ultimately be in line with the location in which the position is filled. Final compensation for this role will be determined by several factors such as a candidate’s relevant work experience, skill set, certifications, and specific work location. The total compensation package for this role also includes equity stock options.

HopSkipDrive is proud to be an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other protected class.

*NOTE* This role will be remote but candidates must be based in one of the following regions, due to the nature of the role: Philadelphia, Pittsburgh, DMV, or the Greater Richmond Region. There is occasional (10-20%) travel required as well.