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:
- Lead and develop a high-performing team of Client Support Specialists, fostering a culture of collaboration, excellence, and continuous improvement.
- Oversee the onboarding and training of new specialists, equipping them with the knowledge and tools for success.
- Ensure prompt resolution of complex client issues, serving as an escalation point and providing expert guidance to the team.
- Manage and prioritize escalations according to a tiered system, ensuring timely resolution of urgent requests.
- Proactively identify and address operational inefficiencies, implementing process improvements to enhance productivity and client satisfaction.
- Monitor team performance, analyze key metrics, and provide data-driven insights to leadership to drive continuous improvement initiatives.
- Collaborate effectively with cross-functional teams to ensure seamless client support and issue resolution.
- Contribute to the development and enforcement of SOPs, regularly reviewing and updating processes to reflect best practices.
- Cover phones/emails during specialist absences or high volume needs.
Who You Are
You're a passionate leader and mentor with a proven track record of inspiring high-performing teams and exceeding client expectations. With the following skills, you'll make a tangible and immediate impact on our team:
- Proven experience in managing and optimizing customer support operations, including escalation management, process improvement, and performance monitoring.
- Ability to analyze data, identify trends, and develop strategies to enhance team efficiency and client satisfaction.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with team members, clients, and cross-functional partners.
- Strong analytical and problem-solving skills, with the ability to make sound decisionsin a fast-paced environment.
- A genuine passion for delivering exceptional client experiences and a commitment to continuous improvement.
- Familiarity with support tools, CRM systems, and communication platforms, with a strong understanding of technical troubleshooting concepts.
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 $65,000 - $80,000. 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.* 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**
