Client Support Manager

Summary

Join HopSkipDrive, a technology company revolutionizing transportation solutions, as a Client Support Manager. Lead and develop a high-performing team of Client Support Specialists, overseeing onboarding, training, and complex issue resolution. You will manage escalations, identify operational inefficiencies, and implement process improvements. Collaborate with cross-functional teams and contribute to SOP development. This remote position requires proven experience in customer support operations, data analysis, and strong communication skills. HopSkipDrive offers competitive compensation, equity, flexible vacation, comprehensive benefits, and the opportunity to work for a fast-growing, VC-backed company.

Requirements

• Proven experience in managing and optimizing customer support operations, including escalation management, process improvement, and performance monitoring
• Ability to analyze data, identify trends, and develop strategies to enhance team efficiency and client satisfaction
• Excellent communication and interpersonal skills, with the ability to build strong relationships with team members, clients, and cross-functional partners
• Strong analytical and problem-solving skills, with the ability to make sound decisions in a fast-paced environment
• A genuine passion for delivering exceptional client experiences and a commitment to continuous improvement
• Familiarity with support tools, CRM systems, and communication platforms, with a strong understanding of technical troubleshooting concepts

Responsibilities

• Lead and develop a high-performing team of Client Support Specialists, fostering a culture of collaboration, excellence, and continuous improvement
• Oversee the onboarding and training of new specialists, equipping them with the knowledge and tools for success
• Ensure prompt resolution of complex client issues, serving as an escalation point and providing expert guidance to the team
• Manage and prioritize escalations according to a tiered system, ensuring timely resolution of urgent requests
• Proactively identify and address operational inefficiencies, implementing process improvements to enhance productivity and client satisfaction
• Monitor team performance, analyze key metrics, and provide data-driven insights to leadership to drive continuous improvement initiatives
• Collaborate effectively with cross-functional teams to ensure seamless client support and issue resolution
• Contribute to the development and enforcement of SOPs, regularly reviewing and updating processes to reflect best practices
• Cover phones/emails during specialist absences or high volume needs

Benefits

• Equity
• Flexible vacation
• Medical, dental, vision and life insurance
• 401(k)
• FSA
• Opportunity to work for a uniquely positioned, VC-backed company in a hugely attractive space with significant upside potential
• Equity stock options