Client Support Supervisor

4 weeks ago

Remote, Oregon, United States HopSkipDrive Full time

Who we are

HopSkipDrive's mission is to create opportunity for all through mobility. Our innovative, supplemental school transportation solutions are used by over 600 school districts, charter schools, nonprofits, government agencies, as well as busy families to safely and reliably get kids where they need to go.

Student transportation is the largest mass transit system in the U.S. The way kids get to and from school has a direct impact on our kids, families, schools and communities. While school districts spend $28 billion annually on transportation, only 30% of kids get to school on a bus. The current system can no longer meet all the transportation needs of our districts, schools and families — and its shortcomings are causing inequities in educational access that are affecting the welfare of millions of kids each day.

HopSkipDrive is taking a different approach to arranging safe, reliable school transportation that meets needs that aren't being addressed by the current system, helping to fill gaps and supplement the student transportation options available. We create personalized transportation solutions for the one to the many, and everything in between.

We're a company with heart
Our partnerships with school districts, child welfare agencies and nonprofits ensure equitable educational access for the most vulnerable populations, including youth in foster care, children experiencing homelessness and students with disabilities.

We understand that the difference between struggle and success can sometimes be as simple as the ability to show up, which is why we're on a mission to use innovative technology — coupled with operational expertise and new ways of thinking — to help kids reach their full potential by providing a safe, dependable way to get them where they are going.

We're an awesome place to work

Our company culture has been well-recognized — HopSkipDrive has been named to Fast Company's Most Innovative Companies list, as well as Best Places to Work lists from Built In LA, Comparably, Inc., and the Los Angeles Business Journal. Comparably also named us a Best Company for Professional Development, as well as to its Best CEO and Best CEOs for Women lists.

We're growing rapidly

Founded by three moms as a solution to their own transportation challenges, we now 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 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.

Equal Opportunity Employer

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. HopSkipDrive is also proud to operate as a drug-free workplace.

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