What you will do:Facilitate prompt resolution of issues encountered by specialistsOffer prompt responses to specialist inquiries via Slack while monitoring communicationsManage escalations in accordance with a tiered system, with a focus on prioritizing time-sensitive requests and those from Tier 1 & 2 organizersConduct weekly Quality Assurance checks and providing regular coaching sessions to specialists for continuous improvementMonitor the attendance and performance metrics of Client Support Specialists to ensure optimal team efficiencyCover phones/chat during specialist absences or high volume needsQuickly pivot between daily tasks and changing prioritiesPartner with Client Experience, Trust & Safety, SRS, CareDriver Support, and other teams to ensure timely and accurate client responsesCollaborate with the bug team to address and resolve any bug issues promptlyCoordinate schedules for Support Specialists in collaboration with the Workforce managerAssist Client Services Manager in training new Client Support SpecialistsContribute to the development and enforcement of SOPs to ensure consistency and efficiency in Client Support operations, regularly updating processes to reflect best practicesUndertake special projects and tasks assigned by the Client Services Manager, leveraging expertise to drive initiatives aimed at enhancing overall service quality and efficiencyWhat you'll bring:You will bring knowledge and skills necessary to effectively manage diverse tasks and responsibilities in a fast-paced environment.You will bring a proactive mindset to communication, anticipating needs and addressing issues before they escalate. By actively seeking out opportunities for improvement and innovation, you contribute to the continuous enhancement of support processes and overall efficiency.Prioritizing client satisfaction, you ensure that support efforts are tailored to meet their needs, fostering positive relationships and delivering exceptional service experiences.You thrive in a dynamic environment, adept at quickly pivoting between tasks and adjusting priorities as needed to meet evolving demands and challenges.You're a team player who has a can-do attitude and is able able to work effectively with cross-functional teams ensures seamless coordination and alignment in delivering prompt and accurate responses to clients.You're committed to driving continual improvement in support processes and outcomes.** This role will be fully remote in one of the following statesAZ, 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 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 $25 to $29 per hour. 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.
