Client Support Specialist

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

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