Your role:You are calm under pressure and can be a beacon of comfort for clients, consumers, and caregivers both in high-stress situations and when answering questions. You are empathetic, outgoing, friendly, and have excellent people skills. You are proficient in Google Workspace. Proficiency in Kustomer is a plus. You have experience in providing excellent customer service and are a master of multitasking.What you'll do:As a Client Support Specialist, your primary responsibility is to provide outstanding support for clients and consumers with a focus on client engagement and satisfaction, complete resolutions, and working cohesively with other team members in the Client Support team and the Operations Department to deliver a positive client experience. You will interact with current and potential clients, consumers, caregivers, and CareDrivers in our community and will be a critical player in making sure every ride is delivered smoothly and safely. You will build trust and comfort by providing excellent customer service via phone, text, chat, and email.What you'll bring:A problem-solver who can identify, solve, and prevent problems before they ariseRespond to client queries in a timely and accurate way, via phone, text, chat, and emailGather and share client feedback, feature requests, and effective workaround team members and other cross-functional teamsTroubleshoot questions about our app (iPhone and Android) and websiteRecognize trends in issues and complaints and suggest changes to improve our serviceCommunicate with clients, consumers, and caregivers on our platform to get feedback on ridesProvide ride and account assistance to clients, consumers, and caregiversUpdate and maintain our internal and external FAQs and knowledge baseProvide solutions that are consistent with HopSkipDrive policyAble to speak with Spanish speaking clients** This role will be fully remote in one of the following states AZ, CA, CO, DC, FL, IL, IN, KS, MD, MI, MO, NC, NJ, NM, NV, NY, OK, OR, SC, TN, TX, UT, VA, WA, WI**What you will getWe 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 hourly range for this role is $19-20/hr. 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.
