Community Support Associate
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.