Safe Ride Support Associate Manager

Who we are HopSkipDrive ’s mission is to create opportunity for all through mobility. Our innovative, supplemental school transportation solutions are used by over 400 school districts, charter schools, nonprofits, government agencies, as well as busy families to safely and reliably get kids where they need to go. Student transportation is the largest mass transit system in the U.S. The way kids get to and from school has a direct impact on our kids, families, schools and communities. While school districts spend $28 billion annually on transportation, only 30% of kids get to school on a bus. The current system can no longer meet all the transportation needs of our districts, schools and families — and its shortcomings are causing inequities in educational access that are affecting the welfare of millions of kids each day. HopSkipDrive is taking a different approach to arranging safe, reliable school transportation that meets needs that aren’t being addressed by the current system, helping to fill gaps and supplement the student transportation options available. We create personalized transportation solutions for the one to the many, and everything in between.  We’re a company with heart Our partnerships with school districts, child welfare agencies and nonprofits ensure equitable educational access for the most vulnerable populations, including youth in foster care, children experiencing homelessness and students with disabilities.  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 ways of thinking — to help kids reach their full potential by providing a safe, dependable way to get them where they are going.  We’re an awesome place to work Our company culture has been well-recognized — HopSkipDrive has been named to Fast Company’s Most Innovative Companies list, as well as Best Places to Work lists from Built In LA, Comparably, Inc., and the Los Angeles Business Journal. Comparably also named us a Best Company for Professional Development, as well as to its Best CEO and Best CEOs for Women lists.  We’re growing rapidly Founded by three moms as a solution to their own transportation challenges, we now operate across over 20 major markets and more than a dozen 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 has raised $100M in funding to date. Who you are You are looking for a challenging and rewarding experience. You are inspired by our vision and the opportunity to define a new category in an incredibly fast-growing market. You are excited to learn, grow and collaborate so we can achieve our mission of creating opportunity for all through mobility. At HopSkipDrive, we know that challenges require different approaches, unique perspectives and new ways of thinking. We are building a team of creative problem-solvers from many different backgrounds. This role demands attention to detail, and ability to train, coach, and maintain a team of safety specialists. While being a mentor and developing your team is your primary responsibility, you must have the ability to context switch to handle real-time ride support, provide excellent customer service for escalated situations, problem-solve, and use your knowledge of our safety processes and protocols to ensure resolution is met. As a leader, you'll handle both familiar and unfamiliar situations you haven't come across before, and there will be times when you need to jump into phones and watch rides alongside your team. In addition to being an excellent communicator, you will also demonstrate strong leadership and interpersonal skills. You’ll mentor your team of specialists and help them operate effectively in their role while training new hires on team processes and protocols. You’re able to find diamonds in the hiring process and enjoy scaling your team while knowing the work is never really done. You are a master of multitasking and have an execution-focused mindset. You have an intense drive and work ethic, a passion for our brand and our mission, and a willingness to put in the extra hours it takes to make it all work. As a leader of a safety team, every decision you make puts the platform's safety first and you’re willing to do what needs to be done to ensure platform safety, which may mean leaning in to support your team during early morning, late evening, or weekend shifts as needed. This position will be reporting to the Safe Ride Support Sr. Operations Manager.    What we’re looking for Primary Responsibilities In partnership with other leaders, help direct, coach, mentor, and develop a team of frontline Safe Ride Support Specialists (both full-time and part-time)  Responsible for day-to-day activities and development of a team of 8-10 individuals Ensure proper training, high performance, and team morale Maintain team SLAs, KPIs, and customer satisfaction ratings while providing regular quality assurance checks of specialist work Conduct regularly scheduled 1:1 meetings to ensure mentoring, provide coaching and regular side-by-sides to help ensure top quality and results with team  Monitor and jump into the phone queue and assist with live ride situations as needed  Work directly with platform users to handle high-touch escalations with exceptional customer service skills; serve as a subject matter expert for the team Work cross-functionally within the HopSkipDrive team to ensure platform users have quality experiences Partner with the Training Manager and key stakeholders to improve team onboarding, training, and quality, while working directly with new hires to train them on all processes and protocols Flexible schedule, rotating availability and coverage outside of standard work hours in the event of an emergency; willing to work off hours, weekends, and holidays as needed Take on special projects as directed by the Sr. Operations Manager Qualifications An A+ player who is building a challenging and rewarding career; previous experience in the tech industry a plus 2-3 years in a team lead role or experience managing a team of direct reports; particularly working in a startup customer service, call center, or live operations environment Outstanding interpersonal, customer relations, and communication skills; must be able to engage empathetically with the team and with the HopSkipDrive community Ability to coach and provide support to team members; monitor and assess performance of self and teams, and make improvements or take corrective action Ability to use discretion when discussing confidential personnel or consumer-related issues; remain customer-centric when managing communications and issues Strong verbal and written communication skills, able to communicate in a clear, constructive, and professional manner Self-motivator, strong organization skills, ability to problem-solve and handle complex scenarios Demonstrated leadership skills; the ability to take the lead in making improvements and resolving issues Proficiency in business systems, including Google Workspace, Microsoft Suite, and CRM (Tableau experience a plus) An outgoing attitude with an entrepreneurial, execution-focused, get-things-done mindset Demonstration of regular, consistent, and punctual attendance ** This role will be fully remote from a state where we do business AZ, CA, CO, DC, FL, IL, KS, MD, WI, NC, NV, NJ, NY, OR, TX, SC, UT, VA, WA**  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  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 salary range for this role is $65,000 to $75,000. 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. 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.