Client Support Specialist

Who We Are

It is our mission to empower clients and caregivers by providing exceptional, empathetic support and efficient solutions that exceed expectations. We exist to set the standard for client support excellence, where every interaction embodies empathy, ownership, and a commitment to making tomorrow better for our clients! We do, and you will, support the business through the following responsibilities:

• 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.
• Answer questions and address concerns related to safety, ride scheduling, account management, and lost items, all while encouraging customer self-service.
• Manage pre-ride alerts, ensuring compliance with rider requirements.
• Gather and analyze client feedback to identify areas for improvement and enhance the overall user experience.
• Maintain a thorough understanding of HopSkipDrive's services, policies, and safety protocols.
• Collaborate with cross-functional teams to ensure comprehensive problem resolution for customers.

Who You Are

You're a compassionate problem-solver with a knack for turning frustrated clients into happy ones. With the following skills, you'll make a tangible and immediate impact on our team:

• Excellent communication and problem-solving skills, demonstrated through previous customer support experience.
• Strong organizational skills with the aptitude to prioritize and switch between different responsibilities seamlessly.
• Strong technical aptitude with the ability to troubleshoot platform and website issues.
• Excellent written and verbal communication skills, with the ability to convey information clearly and concisely.
• Customer-centric mindset with a genuine desire to help others and provide exceptional service.
• Proficiency in using support tools and software, including CRM systems and communication platforms.
• Ability to work independently and as part of a team, collaborating effectively with colleagues and cross-functional teams.
• Strong analytical and problem-solving skills, with the ability to identify trends and suggest improvements.

Our Investment In You

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 flexible vacation, medical, dental, vision and life insurance, 401(k), FSA, 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 in Los Angeles, CA is $20 - $22. This position is remote and, as such, compensation will ultimately be in line with the location in which the position is filled. Final compensation for this role will be determined by several factors such as a candidate’s relevant work experience, skill set, certifications, and specific work location. The total compensation package for this role also includes equity stock options.

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.

* This role will be fully remote in one of the following states AZ, CA, CO, DC, FL, GA, IL, IN, KS, MA, MD, MI, MN, MO, NC, NJ, NM, NV, NY, OK, OR, SC, TN, TX, UT, VA, WA, WI*