Trust and Safety Associate
Job Description
Who we are
HopSkipDrive’s mission is to create opportunity for all through mobility. Our safe, innovative youth transportation solution is used by over 300 school districts, charter schools, government agencies and busy families to get kids where they need to go.
With nearly 500,000 yellow buses on the road every day and 3.5 billion miles driven a year, student transportation is the largest mass transit system in the US. And while districts spend $25 billion annually on transportation, only 30% of kids get to school everyday on a school bus. Add to the equation a crippling bus driver shortage and increasing needs for individualized transportation solutions, and it is clear the current system is expensive, inefficient and ripe for disruption.
We create personalized transportation solutions from one to many, and everything in between.Â
We’re a company with heart
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.Â
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.Â
We’re an awesome place to work
Our company culture has been well-recognized — HopSkipDrive has been named to Best Places to Work lists from Built in LA, Comparably, Inc. and the Los Angeles Business Journal. Comparably also named us to the Best Company for Professional Development, Best CEO and Best CEOs for Women lists.Â
We’re growing rapidly
Founded by three moms as a solution to their own transportation challenges, we now serve nine states and 16 markets across the country and continue to expand at a rapid pace, twice making the Inc. 5000 and Deloitte 500 Fast-Growing Technology lists. Backed by top-tier venture capital firms, HopSkipDrive has raised $70M in funding to date.
Who you are
You are an A+ player who is looking for a challenging and rewarding experience. You are inspired by the mission we are pursuing and by the opportunity to define a new category in an incredibly fast-moving market. You are excited to bring your best everyday, to learn from those around you and to push hard while contributing to our powerful vision of positively impacting kids’ lives everyday.
At HopSkipDrive, we know that to tackle our toughest challenges, we need different approaches, unique perspectives, and new ways of thinking. We are building a team of creative problem-solvers from many different backgrounds.
As the Trust & Safety Associate, you’ll be responsible for coaching platform users on HopSkipDrive policies and procedures while demonstrating care and sensitivity. You’ll work on the front lines to ensure platform 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.
Key Responsibilities
- Review ride incident and user activity reports and provide general feedback/education as needed
- Ensure CareDriver service levels are maintained to platform standards
- Provide support for escalations, collisions, and insurance questionsÂ
- Recognize trends with ride incidents and user complaints and flag to Management
- Handle CRM (Kustomer) support tickets and phone calls related to Trust & Safety and education
- Maintain adherence to all personal and departmental goals surrounding performance
- Be an advocate for platform safety and support both sides of the Marketplace
What we’re looking for
- 1+ years of experience demonstrating results in a fast-paced, detail-oriented work environment
- Strong verbal and written communication for both internal and external audiences
- Ability to manage difficult conversations with empathy and clarity
- Always looking for ways to make things more efficient
- Proficiency in Excel, Word and Google Docs
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, unlimited vacation, FSA, medical, dental and vision, 401(k), weekly catered lunches, and an opportunity to work for a uniquely positioned, VC-backed company in a hugely attractive space with significant upside potential. We also offer a Learning and Development stipend, per year, available to all employees after 3 months of employment.
Equal Opportunity Employer
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. HopSkipDrive is also proud to operate as a drug-free workplace.
Date Posted
09/08/2022
Views
5
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