Client Support Manager

Who we are

HopSkipDrive’s mission is to create opportunity for all through mobility.

Our safe, innovative youth transportation solution is used by schools, government agencies and busy families to get kids where they need to go. 

We’re a company with heart

Our partnerships with agencies, nonprofits and schools ensure educational access for some of our most vulnerable populations, including youth in foster care, youth experiencing homelessness, and youth with special needs. 

We understand that transportation can mean the difference between struggle and success, and our solution helps kids reach their full potential by arranging safe, dependable transportation. 

We’re an awesome place to work

Our company culture has been well-recognized — HopSkipDrive has been named to 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 technology solution to their own transportation challenges, we’ve grown from serving the L.A. market to serving eight states and 15 markets across the country. We continue to expand at a rapid pace, making the Inc. 5000 and Deloitte Fast-Growing Technology lists. 

Backed by top-tier venture capital firms, HopSkipDrive has raised $45M in funding to date and shares investors with well-known brands like Airbnb, Pinterest and Ring. 

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 providing 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.

As a Client Support Manager, you will be responsible for leading a high performing client support team. You will proactively look at complex situations and find solutions before issues escalate. You will balance problem solving and multitasking, and working with the cross functional teams in delivering every rider safely to their destination.

What we’re looking for

Primary Responsibilities

• Work with HopSkipDrive Clients and parents to ensure a high quality experience with our support and supervise the day to day operations in the department

• Handle all escalated issues with exceptional customer support skills

• Manage the Client Support Team to ensure proper training, high performance, and morale.

• Set and improve team SLAs and customer satisfaction ratings

• Develop and set scalable team procedures, policies, and standards

• Identify talent and hire and train new members of the team

• Maintain and improve all documentation of customer interactions and records of previous interactions

• Provide reports detailing team statistics regularly and upon request

• Interpret reports, statistics, and other findings and turn into actionable steps as needed

• Manage the approved budget for the team

• Take on special projects as needed

• Build a complete mastery of how the company and platform work and stay up to date on changes

• Stay informed on the overall customer support industry and techniques

Qualifications

• 3+ years experience managing a team of direct reports; particularly working in a startup customer support environment

• 3-5 years experience working in client support role in a B2B technology company

• Outstanding interpersonal and communication skills, especially when it comes to working empathetically with HopSkipDrive clients, parents, and employees. 

• Solid Excel, data management capabilities, and organizational skills

• Experience with Kustomer or similar CRM preferred 

• Familiarity with Google Drive and Google tools

• An outgoing attitude with an entrepreneurial, execution-focused, get-things-done mindset.

• Bachelor’s degree in a related field

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, BYOD technology reimbursement, unlimited vacation, FSA, medical, dental and vision, 401(k), weekly catered lunches, and an opportunity to work for a uniquely positioned, VC-backed company in a hugely attractive space with significant upside potential.