Great Start Support Team Lead

3 weeks ago

Remote, Oregon, United States HopSkipDrive Full time

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 and advisory services, 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 3.3 million rides and 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 is a Series D company and has raised $100M in funding to date.


Who We Are:

Our Safe Ride Support team takes pride in ensuring every ride is completed safely and smoothly. As a Great Start Team Lead you will be a critical player in delivering on our promise "Safety is Everything" and will help us achieve this goal in the following ways:

  • Lead a team of full- and part-time remote Great Start Support Specialists responsible for delivering exceptional support and education for our new CareDrivers
  • Conduct weekly 1:1s with each team member, managing to metrics and providing clear and actionable feedback
  • Own training and quality assurance for your team members, partnering with our QA Manager to track and benchmark performance
  • Be the point of escalation for your team members and take over escalated interactions, as needed
  • Monitor volume across all queues and jump into to assist, as needed
  • Coach Specialists to weave education into every interaction with our new CareDrivers and to deliver exceptional proactive educational outreach
  • Maintain strict adherence to HopSkipDrive policies and processes
  • Identify day-to-day trends in issues and bugs reported by Specialists and share findings with management

Who You Are:

You're passionate about delivering amazing customer experiences, excited to contribute to this new focus area, and to help your team grow. With the following skills, you'll make a tangible and immediate impact:

  • Strong communication and interpersonal skills with a strong desire to collaborate with fellow leaders
  • Understand the value of proactive educational outreach and have a strong desire to help our CareDrivers succeed on our platform
  • Maintain safety as a constant north star and exude calm under pressure
  • Critical thinker with the ability to navigate between multiple responsibilities while maintaining composure
  • Basic Excel skills with the desire to learn how to use data for performance management
  • Open to feedback and a desire to succeed in a fast-paced environment
  • 1-2 years call center environment experience highly preferred but not required

Our Investment In You

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 flexible vacation, medical, dental, vision and life insurance, 401(k), FSA, and an opportunity to work for a uniquely positioned, VC-backed company in a hugely attractive space with significant upside potential. HopSkipDrive is committed to fair and equitable compensation practices. The salary range for this role in Los Angeles, CA is 60, ,000. This position is remote and, as such, compensation will ultimately be in line with the location in which the position is filled. Final compensation for this role will be determined by several factors such as a candidate's relevant work experience, skill set, certifications, and specific work location. The total compensation package for this role also includes equity stock options.

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.

This role will be fully remote in one of the following states AZ, CA, CO, CT, DC, FL, GA, IL, IN, KS, MA, MD, MI, MN, MO, NC, NJ, NM, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI**

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