Client Support Specialist, HopSkipDrive
+ Equity. $20-22 Hourly in Los Angeles, CA and may vary by location.
More information about location
Safe youth transportation solution
Be an early applicant
Safe youth transportation solution
201-500 employees
Be an early applicant
+ Equity. $20-22 Hourly in Los Angeles, CA and may vary by location.
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'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:
- Excellent communication and problem-solving skills, demonstrated through previous customer support experience
- Strong organizational skills with the aptitude to prioritize and switch between different responsibilities seamlessly
- Strong technical aptitude with the ability to troubleshoot platform 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
What the job involves
- 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
- Answer questions and address concerns related to safety, ride scheduling, account management, and lost items, all while encouraging 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
- Collaborate with cross-functional teams to ensure comprehensive problem resolution for customers
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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