Client Rides Sr. Specialist
Our Mission
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 and advisory services, 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 completed 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.
As a Client Ride Sr. Specialist, you will be responsible for managing service requests and configurations to ensure the success of every requested HopSkipDrive ride. You will proactively address complex situations and find solutions before issues escalate. Your role will involve balancing problem-solving and multitasking to work with the Client Rides team in safely delivering every rider to their destination and supporting the leadership team.
Key Responsibilities
- Develop and implement client-required reporting.
- Execute operational response to any issues that are escalated from the Client Support team.
- Work closely with the Client Rides Manager, building strong relationships with specialists and supporting training and cross-team communication.
- Create and implement processes to identify when clients are in trouble and shift internal resources to provide solutions, utilizing current reporting solutions and leading the creation of new ones as appropriate.
- Manage logistics for rides with unique needs and advanced qualifications for specific clients and organizers, maintaining SLA within a 24-hour turnover.
- Recognize trends and suggest changes to improve processes to the associate manager.
- Work on special projects as decided by the Director of Client Operations
What we’re looking for
- 2+ years experience in a related role, thriving in a fast-paced team environment
- Be a supportive part of the leadership team working on assigned projects, providing feedback to managers, and attending meetings outside of assigned working hours
- A team player with strong interpersonal skills, the ability to build strong working relationships with multiple players and engender a high degree of collaboration
- Effective written and verbal communication skills
- Exceptional attention to detail
- Make sure to communicate promptly with clients to uphold high customer satisfaction and trust.
- A positive, self-motivated individual who will support the team and assist during training and with other teams' relationships.
- Please ensure "Switch between channels as necessary.
- Experience with SalesForce, Kustomer (or similar CRM), and Google Workspace
- Bachelor’s degree preferred
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 hourly range for this role in Los Angeles, CA is $18 - $20/hr. 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**
