Who we are
HopSkipDrive is the innovator in youth transportation, getting kids to their highest potential by removing mobility barriers, one ride at a time. Our platform is the safe, dependable transportation solution schools & families rely on to get kids where they need to go. Through our proprietary technology & innovative safety measures, our platform provides transportation solutions for school districts & families across the country. In addition, we partner with county governments & non-profits to help ensure educational access for some of our most vulnerable youth. We understand that transportation can be the difference between success & struggle, which is why were on a mission to use innovative technology, coupled with operational expertise & new thinking to help kids reach their full potential by providing a safe, dependable way to get them where they are going.
From our founding, when 3 moms came together to develop HopSkipDrive as a solution to their challenges getting their own kids where they needed to go, we have continued to innovate & execute, growing to now serve more than 7 markets across the country. We have driven more than 5 million safe miles while getting 750,000+ kids to more than 6,000 schools. Backed by top tier VCs & strategic investors, & with more than $27M in funding, were reinventing youth transportation.
We are based in downtown LA. Our mission, our enormous market potential, our team & the technology challenges we are solving make HopSkipDrive one of LAs Best Places to Work.
Who you are
You are an A+ player who is looking for a challenging & rewarding experience. You are inspired by the mission we are pursuing & 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 & 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, & new ways of thinking. We are building a team of creative problem-solvers from many different backgrounds.
As the Quality Assurance Specialist you will be responsible for ensuring that all teams within the Community Experience (CX) department have consistent, exceptional & helpful communications with the HopSkipDrive community. You are incredibly detail-oriented & consistent. You will analyze quality results & performance in order to standardize the HopSkipDrive customer experience, support employee performance, & identify future continual learning opportunities. You will assist in the development of training materials delivered to various internal teams. This role, can be remote & based in any of the areas HopSkipDrive is currently active (CA, AZ, CO, MD, NV, TX, VA, WA). This position will be reporting to the Training & Process Manager.
Your Primary Responsibilities
- Ensures all quality audits are completed timely & accurately for all CX employees
- Consistently develops effective audit forms & processes
- Conduct Bi-Weekly CX Management calibration meetings for reporting & coaching feedback
- Own weekly department wide KPI reporting pack
- Incredibly detailed oriented & consistent
- Skilled at provided concise constructive & positive feedback
- Previous coaching/mentoring experience
- Previous superior customer service experience
- Experience with Google Suite
- Experience with Kustomer a plus
- Bilingual (Spanish) a plus
What you will get
We want you to be an owner in our company & share in executing our vision, so every full-time employee has equity. In addition, we offer competitive market comp, BYOD technology reimbursement, unlimited vacation, FSA, medical, dental & vision, 401(k), weekly catered lunches, & an opportunity to work for a uniquely positioned, VC-backed company in a hugely attractive space with significant upside potential.