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Client Support Specialist

Remote

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

It is our mission to empower clients and caregivers by providing exceptional, empathetic support and efficient solutions that exceed expectations. We exist to set the standard for client support excellence, where every interaction embodies empathy, ownership, and a commitment to making tomorrow better for our clients! We do, and you will, support the business through the following responsibilities:

  • Provide exceptional client support by resolving customer issues across multiple channels, including phone, email, and SMS.
  • Offer technical support and troubleshooting assistance for the HopSkipDrive app and RideIQ platform.
  • Process ride credits and refunds, ensuring accuracy and adherence to company policies.
  • Onboard new caregivers, guiding them through HopSkipDrive's policies, procedures, and safety protocols.
  • Answer questions and address concerns related to safety, ride scheduling, account management, and lost items, all while encourage customer self-service.
  • Manage pre-ride alerts, ensuring compliance with rider requirements.
  • Gather and analyze client feedback to identify areas for improvement and enhance the overall user experience.
  • Maintain a thorough understanding of HopSkipDrive's services, policies, and safety protocols.

Who You Are

You're a compassionate problem-solver with a knack for turning frustrated clients into happy ones. With the following skills, you'll make a tangible and immediate impact on our team:

  • Previous experience in a customer support role, demonstrating excellent communication and problem-solving skills.
  • Strong technical aptitude with the ability to troubleshoot app and website issues.
  • Excellent written and verbal communication skills, with the ability to convey information clearly and concisely.
  • Customer-centric mindset with a genuine desire to help others and provide exceptional service.
  • Proficiency in using support tools and software, including CRM systems and communication platforms.
  • Ability to work independently and as part of a team, collaborating effectively with colleagues and cross-functional teams.
  • Strong analytical and problem-solving skills, with the ability to identify trends and suggest improvements.

 

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 in Los Angeles, CA is $20 - $22. 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.

* This role will be fully remote in one of the following states AZ, CA, CO, CT, DC, FL, GA, IL, IN, KS, MA, MD, MI, MN, MO, NC, NJ, NM, NV, NY, OH, OK, OR, SC, TN, TX, UT, VA, WA, WI**

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