Case Manager

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.

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