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Job details

Copy of Safe Ride Support Specialist (Part Time)

Who we are

HopSkipDrive's mission is to create opportunity for all through mobility. Our safe, innovative youth transportation solution is used by over 300 school districts, charter schools, 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 everyday on a school bus. 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 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 solution to their own transportation challenges, we now serve nine states and 16 markets 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 $70M in funding to date.

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.

The ideal Safe Ride Support candidate knows that #safety-is-everything. Every decision you make puts the safety of the community first. As a Safe Ride Support Specialist, you'll play a pivotal role in ensuring riders, parents, and CareDrivers have a safe and pleasant experience on the platform. You'll use your safety-first mindset to identify issues in real time, and resolve them using company safety protocols and policies. No two days are the same, and you may be called upon to use some out of the box critical thinking to get the job done. This position reports to a Safe Ride Support Manager.

This is a fully remote position, working from home. Bilingual Spanish speakers are highly encouraged to apply. We are looking for Part Time Employees.

Key Responsibilities

Closely monitor in-progress rides and provide any needed support for parents, riders and CareDrivers
Resolve any issues that may come up during a ride using established company policy and protocols
Be able to recognize and resolve problems before they arise
Handle a high volume of calls and SMS to the Safe Ride Support phone and SMS queues
Troubleshoot community issues with the HopSkipDrive CareDriver and Parent apps
Recognize and report to leadership trends in issues and bugs reported by users
Use our CRM (Kustomer) to log phone calls and SMS conversations
Multitask with several apps and software programs to handle daily tasks
Maintain adherence to all personal and department goals surrounding performance
Be a community advocate for HopSkipDrive

What we're looking for

6+ months of experience in a call center is preferred, but not mandatory
Experience in a hospitality or retail role demonstrating results in a fast-paced, customer-facing environment will be considered
Exceptional attention to detail and organizational skills
Strong written and verbal communication skills
A friendly, positive, self-motivated individual
Someone who exudes calm under extreme pressure, a perfect balance of urgent yet empathetic
Computer and smartphone proficiency required, including the ability to quickly learn multiple web-based applications
Comfortable working in GSuite
Experience using a CRM system (we use Kustomer) a plus
Bilingual Spanish spanish speakers a plus

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, 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. We also offer a Learning and Development stipend, per year, available to all employees after 3 months of employment.

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.

COMPANY RATING

3.6