Client Support Specialist

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 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.

Your Role

You are calm under pressure and can be a beacon of comfort for clients, consumers, and caregivers both in high-stress situations and when answering questions. You are empathetic, outgoing, friendly, and have excellent people skills. You are proficient in Google Workspace. Proficiency in Kustomer is a plus. You have experience in providing excellent customer service and are a master of multitasking.

What You'll Do

As a Client Support Specialist, your primary responsibility is to provide outstanding support for clients and consumers with a focus on client engagement and satisfaction, complete resolutions, and working cohesively with other team members in the Client Support team and the Operations Department to deliver a positive client experience. You will interact with current and potential clients, consumers, caregivers, and CareDrivers in our community and will be a critical player in making sure every ride is delivered smoothly and safely. You will build trust and comfort by providing excellent customer service via phone, text, chat, and email.

What You'll Bring

• A problem-solver who can identify, solve, and prevent problems before they arise
• Respond to client queries in a timely and accurate way, via phone, text, chat, and email
• Gather and share client feedback, feature requests, and effective workaround team members and other cross-functional teams
• Troubleshoot questions about our app (iPhone and Android) and website
• Recognize trends in issues and complaints and suggest changes to improve our service
• Communicate with clients, consumers, and caregivers on our platform to get feedback on rides
• Provide ride and account assistance to clients, consumers, and caregivers
• Update and maintain our internal and external FAQs and knowledge base
• Provide solutions that are consistent with HopSkipDrive policy
• Able to speak with Spanish speaking clients
  
  

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 competitive market comp, flexible vacation, FSA, medical, dental and vision, 401(k), 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 is $18-20/hr. Final compensation for this role will be determined by several factors such as a candidate’s relevant work experience, skill set 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**