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, 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.
Your role:
As a Trust & Safety Case Manager, you will be responsible for coaching platform users on HopSkipDrive safety policies and procedures while demonstrating care and sensitivity. You will work on the front lines to ensure platform safety standards are maintained while recognizing areas of opportunity for community resources. You’re ready to jump in and work cross functionally on projects as they come up. This role will report to our Trust & Safety Manager.
What you’ll do:
- Review ride incident and user activity reports and provide general feedback/education as needed
- Handle CRM (Kustomer) support tickets and phone calls related to Trust & Safety and education
- Provide support for escalations, collisions, and insurance questions
- Recognize trends with ride incidents and user complaints and flag to Management
- Collaborate with other teams within the Trust & Safety organization, as well as cross-functional teams such as Client Experience and Sales, to enhance customer satisfaction
- Maintain adherence to all personal and departmental goals surrounding performance
- Be an advocate for platform safety and support both sides of the Marketplace
- Take on special projects as directed by the Trust & Safety Manager
What you’ll bring:
- 1+ years of experience demonstrating results in a fast-paced, detail-oriented work environment
- 1+ years of experience directly related to trust & safety
- Strong verbal and written communication for both internal and external audiences
- Ability to exercise business judgment to manage difficult conversations with empathy and clarity
- A creative problem solver with the ability to work independently
- Always looking for ways to make things more efficient
- Proficiency in Excel, Word and Google Docs
- Experience in the tech industry, startups, or a similar two-sided marketplace preferred
* 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, SC, TN, TX, UT, VA, WA, WI**
What you will get
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 competitive market comp, flexible vacation, FSA, medical, dental and vision, 401(k), 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 is $65,000 - $70,000. Final compensation for this role will be determined by several factors such as a candidate’s relevant work experience, skill set and specific work location. The total compensation package for this role also includes equity stock options.
Top Skills
What the Team is Saying
What We Do
We’re a company with heart. Our technology solves complex transportation challenges where there is a heightened need for safety, equity, and care.
Our partnerships with school districts, child welfare agencies and nonprofits ensure equitable educational access for our most vulnerable populations, including youth in foster care, youth experiencing homelessness, and youth with special needs.
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 thinking to help kids reach their full potential by providing a safe, dependable way to get them where they are going.
Why Work With Us
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.
Gallery
HopSkipDrive Offices
Remote Workspace
Employees work remotely.
HopSkipDrive’s headquarters is located in Los Angeles’ Little Tokyo district and we love this space! However we believe strongly that most roles allow for a remote-first approach to work, and most of our employees work remotely.
