Client Support Specialist

Summary

Join HopSkipDrive, a technology company revolutionizing transportation solutions, and contribute to our mission of providing exceptional client support. We connect clients needing transportation with vetted caregivers through our marketplace and software. As a Client Support Specialist, you will resolve customer issues across multiple channels, offer technical support, process credits and refunds, onboard caregivers, and manage pre-ride alerts. You will leverage your strong communication, problem-solving, and technical skills to enhance the user experience and gather client feedback. HopSkipDrive offers a competitive compensation package, including equity, flexible vacation, comprehensive benefits, and a remote work environment.

Requirements

• Previous experience in a customer support role, demonstrating excellent communication and problem-solving skills
• Strong technical aptitude with the ability to troubleshoot app and website issues
• Excellent written and verbal communication skills, with the ability to convey information clearly and concisely
• Customer-centric mindset with a genuine desire to help others and provide exceptional service
• Proficiency in using support tools and software, including CRM systems and communication platforms
• Ability to work independently and as part of a team, collaborating effectively with colleagues and cross-functional teams
• Strong analytical and problem-solving skills, with the ability to identify trends and suggest improvements

Responsibilities

• Provide exceptional client support by resolving customer issues across multiple channels, including phone, email, and SMS
• Offer technical support and troubleshooting assistance for the HopSkipDrive app and RideIQ platform
• Process ride credits and refunds, ensuring accuracy and adherence to company policies
• Onboard new caregivers, guiding them through HopSkipDrive's policies, procedures, and safety protocols
• Answer questions and address concerns related to safety, ride scheduling, account management, and lost items, all while encourage customer self-service
• Manage pre-ride alerts, ensuring compliance with rider requirements
• Gather and analyze client feedback to identify areas for improvement and enhance the overall user experience
• Maintain a thorough understanding of HopSkipDrive's services, policies, and safety protocols

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
• Remote work