Client Support Specialist - Remote

Overview

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, 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.

In Short

• 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.
• Onboard new caregivers, guiding them through HopSkipDrive's policies, procedures, and safety protocols.
• Answer questions and address concerns related to safety, ride scheduling, account management, and lost items.
• Manage pre-ride alerts, ensuring compliance with rider requirements.
• Gather and analyze client feedback to identify areas for improvement.
• Maintain a thorough understanding of HopSkipDrive's services, policies, and safety protocols.

Requirements

• Fluent in both English and Spanish (written and verbal).
• Previous experience in a customer support role.
• Strong technical aptitude with the ability to troubleshoot app and website issues.
• Excellent written and verbal communication skills.
• Customer-centric mindset with a genuine desire to help others.
• Proficiency in using support tools and software, including CRM systems.
• Ability to work independently and as part of a team.
• Strong analytical and problem-solving skills.

Benefits

• Equity for full-time employees.
• Flexible vacation.
• Medical, dental, vision, and life insurance.
• 401(k) and FSA.
• Opportunity to work for a VC-backed company.
• Commitment to fair and equitable compensation practices.