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CX Operations 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

The CX Operations team is responsible for managing service requests and performing maintenance to ensure the smooth operation of HopSkipDrive rides. We proactively address complex situations, seeking solutions to prevent issues from escalating. Our team balances effective problem-solving with multitasking while collaborating with the Customer Experience team to ensure that every rider arrives safely.

  • Process ride requests within our systems to ensure seamless rider transportation.
  • Maintain ride schedules by verifying calendar availability, minimum day requirements, and other necessary adjustments to guarantee safe rider transport.
  • Identify trends and recommend process improvements to the CX Operations Associate Manager.
  • Maintain a deep understanding of HopSkipDrive's products and capabilities to develop and implement on-brand solutions within our operational scope.
  • Contribute to special projects as assigned by the Senior Manager of CX Operations.

Who You Are
If you are a highly motivated individual with a strong commitment to delivering exceptional experiences for clients and riders, this opportunity may be of interest to you. Candidates should exhibit meticulous attention to detail, possess strong research capabilities, and demonstrate an ability to thrive in fast-paced environments.

  • 2+ years of experience in a related role, comfortable working in a fast-paced team environment.
  • Demonstrated ability to connect details and data to the broader strategic context.
  • Strong interpersonal skills and a proven ability to build collaborative relationships with diverse stakeholders.
  • Excellent written and verbal communication skills.
  • Experience with Salesforce, Kustomer (or similar CRM), and Google Workspace.Positive, self-motivated, and proactive.
  • Bachelor's degree preferred.

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 proud to operate as a drug-free workplace. HopSkipDrive is also 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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