Caregiver Support Specialist, HopSkipDrive
Salary range for this role in Los Angeles, CA is $20.00 - $22.00. Other locations may vary. + Equity
More information about location
Safe youth transportation solution
Be an early applicant
Safe youth transportation solution
201-500 employees
Be an early applicant
Salary range for this role in Los Angeles, CA is $20.00 - $22.00. Other locations may vary. + Equity
More information about location
201-500 employees
Company mission
To use technology, operational expertise, and new thinking to help kids reach their full potential by providing a safe, dependable way to get them where they need to be.
Role
Who you are
- You are calm under pressure and can be a beacon of comfort for caregivers both in high-stress situations and when answering questions
- You are empathetic, outgoing, friendly, and have excellent people skills
- Fluent in written and verbal communications in both English and Spanish
- Prior experience in customer success, customer support, and/or call centers
- Demonstrated ability to multitask effectively while providing excellent customer service
- A knack for problem-solving: identifying, solving, and preventing problems before they arise
- Ability to respond to customer queries accurately and in a timely manner across various channels (phone, text, and email)
- Proven track record of maintaining composure under pressure
- Ability to work collaboratively and effectively in a team setting
- Proficiency in Google Workspace is required, and proficiency with Kustomer is preferred
What the job involves
- Our Caregiver Support team is a vital part of ensuring every ride is delivered smoothly and safely
- We're a dedicated group focused on providing exceptional support and with your help, we'll continue to build a community of highly engaged and satisfied caregivers: users of our platform who request and organize the trips of our riders, from school district transportation staff to parents and guardians
- Provide outstanding support to current and potential caregivers, prioritizing their engagement and satisfaction
- Achieve complete resolutions for caregiver inquiries and issues
- Collaborate cohesively with the broader Customer Support & Operations Department teams to ensure a positive experience & facilitate smooth and safe rides
- Build trust and comfort with caregivers through proactive problem-solving and excellent customer service
- Communicate effectively with caregivers via phone and email & conduct call and messaging campaigns to customers as needed
- Troubleshoot questions about our app and website, as well as recognize trends in issues and complaints to suggest changes to improve service
- Provide ride and account assistance to caregivers and their riders, consistent with HopSkipDrive policy and procedures
- Provide solutions that are complete and customer-focused. Complete projects and other support tasks as directed by support leadership
- We anticipate your work hours (including breaks) to be between the hours of 7:30am - 4:30pm PT
Our take
HopSkipDrive is an LA-based organization committed to eliminating transportation barriers for children, including those requiring special assistance. The organization was launched by three women who cite their "Mom DNA" as the reason for the success of HopSkipDrive, entwining their innate desire to help their own kids with the goal of making opportunities accessible to all children.
With all CareDrivers requiring a minimum of five years' experience in a caregiving field, HopSkipDrive operates on the principles of empathy, safety, and reliability. This is a smart rule to implement, as not only can they avoid those with inadequate experience, but they also ensure that employees are truly committed to helping children - the very reason the organization was founded. The company makes money by keeping a percentage of the fares it charges (CareDrivers get the rest).
HopSkipDrive collaborates with a number of social agencies and school districts, providing them with effective youth transportation solutions. Although the company is competing with existing transportation providers, such as national services, it continues to grow as a viable and fresh alternative, raising impressive funds and growing its leadership team with new hires. The company's results back up its success as well, saving 160,000 pounds of CO2 emissions in eight months after launching its SmartPooling ride-share product. Results and moves like these will allow it to expand its services and continue the modernization of school transportation.
Freddie
Company Specialist at Welcome to the Jungle
Insights
23% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Sep 2022
$37m
SERIES D
Aug 2021
$25m
SERIES C
Total funding: $107m
Company benefits
- 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 competitive market comp, flexible vacation, FSA, medical, dental, vision and life insurance, 401(k), and an opportunity to work for a uniquely positioned, VC-backed company in a hugely attractive space with significant upside potential
Company HQ
Fashion District, Los Angeles, CA
Leadership
Joanna McFarland
(CEO & Co-founder)Former Board Member at the Marketplace Industry Association and LA Tech.org.
Janelle McGlothlin
(Co-founder)Principal at WriteBand Studio. BA and BSc in International Relations and Strategic Management at University of Pennsylvania.
Carolyn Yashari Becher
(Co-founder)Co-founder & current CEO at Pearline Health. Former Limited Partner at The Fund.
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