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Case Manager

HopSkipDrive

HopSkipDrive

Remote
Posted on Wednesday, July 10, 2024

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 Trust & Safety Case Managers are 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 directly to the Trust & Safety Team Manager.

We do, and you will, support the business in the following ways:

  • 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

Who You Are

  • 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

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 base salary range for this role in Los Angeles, CA is $55,000 - $70,000. 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, SC, TN, TX, UT, VA, WA, WI**