Caredriversupport Sr. Specialist Jobs

Who We Are
HopSkipDrive’s mission is to create opportunity for all through mobility. Our safe, innovative youth transportation solution is used by over 450 school districts, charter schools, non-profits and government agencies, and busy families to get kids where they need to go.
With nearly 500,000 yellow buses on the road every day and 3.5 billion miles driven a year, student transportation is the largest mass transit system in the US. And while districts spend $25 billion annually on transportation, only 30% of kids get to school on a bus every day. Add to the equation a crippling bus driver shortage and increasing needs for individualized transportation solutions, and it is clear the current system is expensive, inefficient, and ripe for disruption.
We create personalized transportation solutions from one to many, and everything in between.
We’re a Company With Heart
Our partnerships with school districts, child welfare agencies, and nonprofits ensure equitable educational access for our most vulnerable populations, including youth in foster care, youth experiencing homelessness, and youth with special needs.
We understand that the difference between struggle and success can sometimes be as simple as the ability to show up, which is why we’re on a mission to use innovative technology, coupled with operational expertise and new thinking to help kids reach their full potential by providing a safe, dependable way to get them where they are going.
We’re an awesome place to work
Our company culture has been well-recognized — HopSkipDrive has been named Fast Company Most Innovative Companies, Best Places to Work lists from Built in LA, Comparably, Inc., and the Los Angeles Business Journal. Comparably also named us to the Best Company for Professional Development, Best CEO, and Best CEOs for Women lists.
We’re growing rapidly
Founded by three moms as a solution to their own transportation challenges, we now serve 12 states and 22 metros across the country and continue to expand at a rapid pace, twice making the Inc. 5000 and Deloitte 500 Fast-Growing Technology lists. Backed by top-tier venture capital firms, HopSkipDrive has raised $100M in funding to date.
Who You Are
You are looking for a challenging and rewarding experience. You are inspired by our vision and the opportunity to define a new category in an incredibly fast-growing market. You are excited to learn, grow and collaborate so we can achieve our mission of creating opportunity for all through mobility
At HopSkipDrive, we know that challenges require different approaches, unique perspectives and new ways of thinking. We are building a team of creative problem-solvers from many different backgrounds.
What You'll Do

• Run regular reports on major partner platforms
• Surface complex and emerging issues and suggest changes to improve our service
• Provide training or shadow opportunities for new hires
• Provide Omnichannel support via phone, email, chat and text
• Provide solutions that align with HopSkipDrive’s brand purpose and policies
• Troubleshoot our website and app (iPhone and Android)
• Engage with customers in a friendly and professional manner
• Assist with special projects
• Contribute to our growing library of content, including macros and internal knowledge base articles
• Take ownership of solving user problems through effective probing
• Handle customer inquiries, complaints, and issues promptly and effectively
• Assist manager with tasks as needed
• Complete quality checks, identify blockers and initiate process improvements
• Assist with documentation as needed
• Assist with scheduling as it relates to the team’s tasks

What We’re Looking For

• Familiarity with popular CRMs and ATSs- especially Kustomer and Fountain
• Demonstrated ability to work independently and remotely
• Someone motivated by our mission and who embodies our core values
• Ability to work in a high volume environment, handling multiple customer inquiries simultaneously while maintaining high-quality service.
• Ability to recognize and resolve problems before they arise and report trends to management
• Strong problem-solving skills and the ability to think on your feet to resolve customer issues effectively.
• Empathetic and patient demeanor, with a genuine desire to help customers.
• Be able to switch between tasks, software systems, and duties with speed and ease
• 12-18 months of customer service experience within associated roles
• Exceptional verbal and written communication skills, with the ability to convey complex information in a clear and concise manner.
• Proficiency in Excel, Word and Google Docs

** This role will be fully remote from a state where we do business AZ, CA, CO, FL, IL, KS, MD, WI, NC, NV, NJ, NY, OR, TX, SC, UT, VA, WA**
What You Will Get
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 salary range for this role is $22 to $25/ hour. 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.
Equal Opportunity Employer
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. HopSkipDrive is also proud to operate as a drug-free workplace.