Job Description: Caregiver Support Specialist

Employment Type: Full-time Location Type: Remote Salary: $20.00 - $22.00 per hour (Los Angeles, CA)

Position Overview

HopSkipDrive is seeking a dedicated and empathetic Caregiver Support Specialist to join our Caregiver Support team. This vital role ensures every ride is delivered smoothly and safely by providing exceptional support to our caregivers, who are the backbone of our service. You will be instrumental in building a community of highly engaged and satisfied caregivers, from school district transportation staff to parents and guardians.

About HopSkipDrive

HopSkipDrive is a technology company solving complex transportation challenges where safety, equity, and care are paramount. We connect children, older adults, and others needing extra support with carefully vetted caregivers. Our innovative software addresses significant transportation hurdles for schools and school districts nationwide. Founded by three mothers, HopSkipDrive has facilitated over five million rides across more than 17 states and has been recognized on the Inc. 5000 and Deloitte 500 lists multiple times. We are a Series D company with $100M in funding, rapidly expanding our reach and impact.

Responsibilities

• Provide outstanding support to current and potential caregivers, prioritizing their engagement and satisfaction.
• Achieve complete resolutions for caregiver inquiries and issues.
• Collaborate with the broader Customer Support & Operations Department to ensure positive experiences and facilitate smooth, safe rides.
• 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.
• Identify trends in issues and complaints to suggest service improvements.
• Provide ride and account assistance to caregivers and their riders, adhering to HopSkipDrive policies and procedures.
• Deliver complete, customer-focused solutions.
• Complete projects and other support tasks as directed by support leadership.

Requirements

• Fluent written and verbal communication skills 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.
• Strong problem-solving skills: ability to identify, solve, and prevent problems.
• 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.
• Proficiency with Kustomer is preferred.

Our Investment In You

HopSkipDrive offers a comprehensive benefits package and opportunities for growth:

• Equity: All full-time employees receive company stock options.
• Benefits: Flexible vacation, medical, dental, vision, and life insurance, 401(k), and FSA.
• Growth: Opportunity to work for a uniquely positioned, VC-backed company in a high-growth sector with significant upside potential.
• Workplace: HopSkipDrive is proud to operate as a drug-free workplace and is committed to fair and equitable compensation practices.