Customer Support Specialist (Entry Level)
About Our Client HopSkipDrive is the leading provider of supplemental student transportation and routing software for school districts.What started as the struggle of three working moms trying to get their busy kids to and from school and activities has grown into a leading technology company offering transportation solutions that help give students easier access to the opportunities they deserve. The Opportunity HopSkipDrive is seeking someone to join their CareDriver Compliance Team, playing a critical role in ensuring that every CareDriver on the platform adheres to national and local compliance policies, rules, and regulations. This position requires the highest compliance standards to ensure that every HopSkipDrive passenger is transported by a fully vetted and qualified CareDriver. The ideal candidate is a self-starter with strong work ethic, passion for the brand’s mission, and a get-things-done attitude. This individual will work on the front lines to maintain a healthy marketplace, ensuring compliance across multiple markets and fostering one of the most productive and caring driver communities in the world. This is an entry-level position. They are open to candidates of all backgrounds, and will provide training to complete required tasks and to use their proprietary tools.
Key Responsibilities
- Support national and local compliance efforts.
- Monitor and audit CareDriver activities for compliance with applicable policies, rules, and regulations.
- Ensure CareDriver vehicles meet compliance standards, including new vehicles and short-term rentals.
- Review CareDriver documentation for accuracy and adherence to policies.
- Pause, reactivate, and deactivate CareDrivers based on compliance status.
- Run regular reports on major partner platforms to track compliance.
- Assist with special projects related to compliance and safety.
- Participate in support efforts, including phone calls and email responses.
- Collaborate with the Support and Operations teams to resolve CareDriver inquiries.
- Meet key performance metrics, including SLAs, quality measures, and decision timelines.
- Review deactivation decisions to ensure they align with HopSkipDrive’s Community Guidelines.
- Advocate for safety and use strong investigative skills to make critical decisions about user accounts.
- Maintain confidentiality while performing account reviews and documenting findings through detailed written reports.
- Educate riders and drivers to promote positive experiences and safety within the HopSkipDrive platform.
Qualifications & Experience
- 6–12 months of compliance experience in a related role.
- Intermediate to advanced proficiency in Excel.
- Exceptional analytical, investigative, and organizational skills.
- Ability to work independently and efficiently.
- 1 year of experience supporting customers via phone/email (preferred).
- Background in advocacy, crisis management, mediation, or e-commerce customer service.
- Experience handling change management in fast-paced environments.
- Familiarity with Tableau (a plus).
Compensation & Benefits HopSkipDrive is committed to fair and equitable compensation practices. The salary range for this role in Los Angeles, CA is $20 - $22hr. 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. Additional benefits include:
- Flexible vacation policy
- Medical, dental, vision, and life insurance
- 401(k)
- FSA
- Opportunity to work at a VC-backed company with strong growth potential
Location Requirements This fully remote role is available in the following states: AZ, CA, CO, CT, DC, FL, GA, IL, IN, KS, MA, MD, MI, MN, MO, NC, NJ, NM, NV, NY, OH, OK, OR, SC, TN, TX, UT, VA, WA, WI Apply Job! Apply tot his job Apply To this Job