Case 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. As the Case Manager on our Trust & Safety team, 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.   Your Primary 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 questions  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   Your Qualifications 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  ** This role will be fully remote from any of the following states 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 base salary range for this role 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. 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.