Client Support Specialist at HopSkipDrive

Who you are

You are looking for a challenging and rewarding experience. You are inspired by our vision and the opportunity to define a new category in an incredibly fast-growing market. You are excited to learn, grow and collaborate so we can achieve our mission of creating opportunity for all through mobility.

At HopSkipDrive, we know that challenges require different approaches, unique perspectives and new ways of thinking.  We are building a team of creative problem-solvers from many different backgrounds.

As a Client Support Specialist, your primary responsibility is to provide outstanding support for clients and consumers with a focus on client engagement and satisfaction, complete resolutions, and working cohesively with other team members in the Client Support team and the Operations Department to deliver a positive client experience. You will interact with current and potential clients, consumers, caregivers, and CareDrivers 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, chat, and email.

You are calm under pressure and can be a beacon of comfort for clients, consumers, and caregivers both in high-stress situations and when answering questions. You are empathetic, outgoing, friendly, and have excellent people skills. You are proficient in Google Workspace. Proficiency in Kustomer is a plus. You have experience in providing excellent customer service and are a master of multitasking.

What we’re looking for

• A problem-solver who can identify, solve, and prevent problems before they arise
• Respond to client queries in a timely and accurate way, via phone, text, chat, and email
• Gather and share client feedback, feature requests, and effective workaround team members and other cross-functional teams
• 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 clients, consumers, and caregivers on our platform to get feedback on rides
• Provide ride and account assistance to clients, consumers, and caregivers
• Update and maintain our internal and external FAQs and knowledge base
• Provide solutions that are consistent with HopSkipDrive policy

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 compensation, BYOD technology reimbursement, unlimited 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 also proud to operate as a drug-free workplace.