HopSkipDrive Community Support Associate in Washington, District Of Columbia

Who we are

HopSkipDrive is a mission-driven company whose goal is to give all kids access to opportunity through mobility. Founded in 2014, HopSkipDrive is the most caring, tech-enabled transportation solution for families and K-12 schools, non-profits, and kid-based businesses. The company is building a national transportation network that connects schools & families with trusted CareDrivers, who get kids wherever they need to go safely, reliably and economically. CareDrivers must have a minimum of 5 years of caregiving experience and pass a rigorous 15-point certification process, which includes extensive background checks, fingerprinting, DMV checks, driver training, and an in-person meeting with HopSkipDrive staff.

HopSkipDrive is reshaping K-12 transportation. We help schools and families get kids where they need to go safely and dependably. We were founded by 3 working moms who have 8 kids among them and who developed HopSkipDrive as a solution to their own problems getting kids where they needed to go. We are a VC-backed company with investment and involvement from nearly every major LA investor including Upfront Ventures, Greycroft and Pritzker, with more than $20M in funding.

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 hottest startups and an all-around awesome place to work.

Who you are

We want A+ players who are looking for a challenging and rewarding experience. We are defining a new category in an incredibly fast-moving market. This is not a lifestyle job. This will be the hardest, most demanding, most exhilarating job you will ever have. It will also be the most rewarding.

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 ZenDesk or 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 state of CA, CO or WI) 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.