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
Job no longer available
Safe youth transportation solution
501-1000 employees
Job no longer available
Salary range for this role in Los Angeles, CA is $20.00 - $22.00. Other locations may vary. + Equity
More information about location
501-1000 employees
Company mission
To create opportunity for all through mobility.
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
Across the US, school transportation is under pressure as driver shortages, budget cuts, and rigid bus routes are making it harder for students to get to school safely and on time. This has opened the door for smaller vehicles and ride-hailing services to step in and support those students who don't fit neatly into traditional routes. HopSkipDrive has grown within this space, offering a flexible alternative that helps schools fill these gaps.
HopSkipDrive connects children with carefully vetted caregivers (often grandparents, nurses or childcare processionals) who then provide reliable rides when buses or public transport falls short. Operating in 17 states and supporting over 10,000 schools, the services has certainly eased commutes for many families.
And now the company is focsued on strenghtening its impact with technology and innovation. With its RouteWise AI platform it helps districts cut costs, improve efficiency and manage driver shortages, all while new safety modules and AI-driven planning tools continue to raise industry standards. With these advancements and a growing network of partners, the company is ready to keep shaping a more flexible futur for 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
- Medical, Dental & Vision
- Health Spending Account
- Mental Health Resources
- Employee Assistance Program
- Short- & Long-Term Disability Insurance
- Paid Parental Leave
- 401K Plan
- Company Ownership/Equity
- Medical & Dependent Care FSA
- Travel Insurance
- Supplemental Legal
- Fully Remote Work Option
- Flexible Time Off
- 11 Annual Paid Holidays
- Week Closure at End of Year
- Sick Time Off for You and Family
- Home Internet Reimbursement
- Professional Development & Learning Stipend
- Remote & In-Person Quarterly Team Events
- Internal Rewards & Recognition Program
- Employee Referral Bonuses
Company HQ
Little Tokyo, Los Angeles, CA
Leadership
Joanna McFarland
(Co-Founder & CEO)Former Board Member at the Marketplace Industry Association and LA Tech.org.
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