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Part Time Live Operations Agent

Who we are

HopSkipDrive is a mission driven company with the goal of making life easier for busy parents by taking some of the stress out of their family's busy schedule while also creating an economic opportunity for women. We are a ride service for kids that helps busy families get their kids where they need to go safely and dependably when their parents can’t. We do that by matching families with highly vetted and curated CareDrivers, who are caregivers first and drivers second. All CareDrivers have a minimum of 5 years of childcare experience and must pass a mom-approved, rigorous 15-point certification process, which includes extensive background checks, fingerprinting, DMV checks, driver training, and meeting every single driver in person.

We were founded by 3 working moms who have 8 kids between them and who developed HopSkipDrive as a solution to their own problems getting kids where they needed to go.  We are a VC-backed company with investment and involvement from nearly every major LA investor including Upfront Ventures, Greycroft and Pritzker. We have closed a $10.2M Series A led by FirstMark Capital, bringing total funding to $14.1M.

We are based in downtown LA and our growth has exceeded even our own expectations. Our mission, our enormous market potential, our team and the technology challenges we are solving make HopSkipDrive one of LA’s hottest startups and an all-around awesome place to work.

Read more about HopSkipDrive: TechCrunch, New York Times, CNN Money, Greg Bettinelli at Upfront Ventures

Who you are

We want A+ players who are looking for a challenging and rewarding experience. We are defining a new category in an incredibly fast-moving market. This is not a lifestyle job. This will be the hardest, most demanding, most exhilarating job you will ever have. It will also be the most rewarding.

At HopSkipDrive, we know that to tackle our toughest challenges, we need different approaches, unique perspectives, and new ways of thinking.  We are building a team of creative problem-solvers from many different backgrounds. 

We are looking for someone who exudes calm under extreme pressure, and can be a beacon of comfort for our drivers, parents and riders both in high stress situations and just when answering questions. Someone who is outgoing and friendly and has excellent people skills. Someone who is proficient in Excel, Word, Google Docs, and Zendesk.  Finally, someone who has experience in customer service, and is a master of multitasking. 

This position is Part-time up to 20 hours, & may require early morning, and evening shifts with required in-office meetings. Hours fluctuate with seasonality of business.  This position may allow for some work from home. You must provide your own technology. 

Key Responsibilities:

  • Closely monitor live rides and provide any needed support for parents and CareDrivers
  • Resolve any issues that may come up during a ride
  • Be able to recognize and resolve problems before they arise
  • Answer high volume of calls to the Live Operations phone queue
  • Send and respond to high volume of SMS messages in the Live Operations Queue
  • Be able to act and react quickly in a very high-stress environment
  • Troubleshoot questions about our app (iPhone and Android) and website
  • Recognize and track trends in issues and complaints and suggest changes to improve our service
  • Compile daily and weekly reports
  • Use ZenDesk to log tickets attached to incoming phone calls
  • Multitask with several apps and software programs to handle daily tasks
  • Assist Matching Department in matching rides to CareDrivers when needed

What you will get

We offer competitive market comp, unlimited vacation, 401(k), weekly catered lunches, and an opportunity to work for a uniquely positioned, VC-backed company in a hugely attractive space with significant upside potential.

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