Community Support Associate

| Greater LA Area

Who we are

HopSkipDrive is the innovator in youth transportation, getting kids to their highest potential by removing mobility barriers, one ride at a time. Our platform is the safe, dependable transportation solution schools and families rely on to get kids where they need to go. Through our proprietary technology and innovative safety measures, our platform provides transportation solutions for school districts and families across the country. In addition, we partner with county governments and non-profits to help ensure educational access for some of our most vulnerable youth. We understand that transportation can be the difference between success and struggle, 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.

From our founding, when 3 moms came together to develop HopSkipDrive as a solution to their challenges getting their own kids where they needed to go, we have continued to innovate and execute, growing to now serve more than 7 markets across the country. We have driven more than 5 million safe miles while getting 750,000+ kids to more than 6,000 schools. Backed by top tier VCs and strategic investors, and with more than $27M in funding, we’re reinventing youth transportation.

We are based in downtown LA. Our mission, our enormous market potential, our team and the technology challenges we are solving make HopSkipDrive one of LA’s Best Places to Work.


Who you are

You are an A+ player who is looking for a challenging and rewarding experience. You are inspired by the mission we are pursuing and by the opportunity to define a new category in an incredibly fast-moving market. You are excited to bring your best everyday, to learn from those around you and to push hard while contributing to our powerful vision of positively impacting kids’ lives everyday.

At HopSkipDrive, we know that to tackle our toughest challenges, we need different approaches, unique perspectives, and new ways of thinking. We are building a team of creative problem-solvers from many different backgrounds.

Your primary responsibility is to work closely with other community support team members to provide superior service to the community in a supportive and empathetic nature. You will field contacts from both customers and drivers 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, and email.

You exude calm under pressure, and can be a beacon of comfort for our CareDrivers, parents and riders both in high stress situations and when answering questions. You are outgoing and friendly and have excellent people skills. You are proficient in Excel, Word, and Google Docs. Proficiency in Kustomer is a plus. You have significant experience in customer service, and are a master of multitasking. College degree preferred.


Your Primary Responsibilities & Qualifications

  • Be able to recognize and resolve problems before they arise
  • Answer all emails to support and all calls to the customer support queue
  • Handle issues with customer accounts
  • 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 new parents to get feedback on rides
  • Help maintain our internal and external FAQs and knowledge base
  • While this role can be remote (within the states of CA, CO, WI, TX, AZ, WA, DC, MD, and VA) you will need to be willing to travel to Los Angeles for training


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.

Read Full Job Description

Location

1933 S Broadway, Los Angeles, CA 90007

What are HopSkipDrive Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Intracompany committees
HopSkipDrive has culture and fun committees that manage events and programs from monthly theme days, holiday events, and more!
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Remote Work Program
Our remote work program includes work from home Full-time remote for specific positions, and work remotely on occasion as needed for all positions.
Company sponsored family events
HopSkipDrive hosts our annual summer party with the Company and their families.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Employees receive 48 hours per year of paid sick leave.
Perks & Discounts
Casual Dress
Commuter Benefits
HopSkipDrive offers pre-tax commuter benefits for all employees
Stocked Kitchen
Some Meals Provided
Employees get free lunch on Friday.
Parking
Pet Friendly
HopSkipDrive's pet policy is dog friendly.
Professional Development Benefits
Job Training & Conferences
HopSkipDrive offers employees professional development opportunities like annual individual budget for training, The ability to attend job related conferences and seminars.
Cross functional training encouraged
Promote from within
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