Client Support Supervisor
at HopSkipDrive (View all jobs)
Remote
At HopSkipDrive, our goal is to create opportunity for all through mobility.
We’re a technology company that solves complex transportation challenges where there is a heightened need for safety, equity, and care. Through our marketplace, we connect kids, older adults, or anyone needing extra support to highly-vetted caregivers on wheels. Through our software and advisory services, we solve the biggest transportation challenges facing schools and school districts around the country.
Founded by three moms as a solution to their own transportation challenges, we’ve now completed more than 3.3 million rides and operate across over 13 states across the country. We continue to expand at a rapid pace, making the Inc. 5000 list four times, as well as the Deloitte 500 Fast-Growing Technology list. HopSkipDrive is a Series D company and has raised $100M in funding to date.
What you will do:
- Facilitate prompt resolution of issues encountered by specialists
- Offer prompt responses to specialist inquiries via Slack while monitoring communications
- Manage escalations in accordance with a tiered system, with a focus on prioritizing time-sensitive requests and those from Tier 1 & 2 organizers
- Conduct weekly Quality Assurance checks and providing regular coaching sessions to specialists for continuous improvement
- Monitor the attendance and performance metrics of Client Support Specialists to ensure optimal team efficiency
- Cover phones/chat during specialist absences or high volume needs
- Quickly pivot between daily tasks and changing priorities
- Partner with Client Experience, Trust & Safety, SRS, CareDriver Support, and other teams to ensure timely and accurate client responses
- Collaborate with the bug team to address and resolve any bug issues promptly
- Coordinate schedules for Support Specialists in collaboration with the Workforce manager
- Assist Client Services Manager in training new Client Support Specialists
- Contribute to the development and enforcement of SOPs to ensure consistency and efficiency in Client Support operations, regularly updating processes to reflect best practices
- Undertake special projects and tasks assigned by the Client Services Manager, leveraging expertise to drive initiatives aimed at enhancing overall service quality and efficiency
What you’ll bring:
- You will bring knowledge and skills necessary to effectively manage diverse tasks and responsibilities in a fast-paced environment.
- You will bring a proactive mindset to communication, anticipating needs and addressing issues before they escalate. By actively seeking out opportunities for improvement and innovation, you contribute to the continuous enhancement of support processes and overall efficiency.
- Prioritizing client satisfaction, you ensure that support efforts are tailored to meet their needs, fostering positive relationships and delivering exceptional service experiences.
- You thrive in a dynamic environment, adept at quickly pivoting between tasks and adjusting priorities as needed to meet evolving demands and challenges.
- You’re a team player who has a can-do attitude and is able able to work effectively with cross-functional teams ensures seamless coordination and alignment in delivering prompt and accurate responses to clients.
- You’re committed to driving continual improvement in support processes and outcomes.
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 competitive market comp, flexible vacation, FSA, medical, dental and vision, 401(k), 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 is $25 to $29 per hour. Final compensation for this role will be determined by several factors such as a candidate’s relevant work experience, skill set 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, CT, DC, FL, GA, IL, IN, KS, MA, MD, MI, MN, MO, NC, NJ, NM, NV, NY, OH, OK, OR, SC, TN, TX, UT, VA, WA, WI**