Caregiver Support Specialist

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, 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 facilitated more than five million rides across over 17 states around 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.

Who We Are:

Our Caregiver Support team is a vital part of ensuring every ride is delivered smoothly and safely. We’re a dedicated group focused on providing exceptional support and with your help, we’ll continue to build a community of highly engaged and satisfied caregivers: users of our platform who request and organize the trips of our riders, from school district transportation staff to parents and guardians. You will support the business through the following responsibilities:

• Provide outstanding support to current and potential caregivers, prioritizing their engagement and satisfaction.
• Achieve complete resolutions for caregiver inquiries and issues.
• Collaborate cohesively with the broader Customer Support & Operations Department teams to ensure a positive experience & facilitate smooth and safe rides.
• Operations Department to Build trust and comfort with caregivers through excellent customer service.
• Communicate effectively with caregivers via phone and email & conduct call and messaging campaigns to customers as needed
• Troubleshoot questions about our app and website, as well as recognize trends in issues and complaints to suggest changes to improve service.
• Provide ride and account assistance to caregivers and their riders, consistent with HopSkipDrive policy and procedures.
• Provide solutions that are complete and customer-focused. Complete projects and other support tasks as directed by support leadership

Who You Are:

You are calm under pressure and can be a beacon of comfort for caregivers both in high-stress situations and when answering questions. You are empathetic, outgoing, friendly, and have excellent people skills. With the following skills, you’ll make a tangible and immediate impact:

• Fluent written and verbal communications in both English and Spanish.
• Prior experience in customer success, customer support, and/or call centers.
• Demonstrated ability to multitask effectively while providing excellent customer service.
• A knack for problem-solving: identifying, solving, and preventing problems before they arise.
• Ability to respond to customer queries accurately and in a timely manner across various channels (phone, text, and email).
• Proven track record of maintaining composure under pressure.
• Ability to work collaboratively and effectively in a team setting.
• Proficiency in Google Workspace is required, and proficiency with Kustomer is preferred.