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Weekend Live Operations Agent - Part Time and Remote

Weekend Live Operations Agent

Who we are

HopSkipDrive is a mission-driven company that makes life easier for busy families by getting kids where they need to go safely and dependably. We match families with highly-vetted CareDrivers, who 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 among 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, with more than $20M in funding.

We are based in downtown LA. 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.

Who you are

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. 

Our Live Operations Agents exude calm under extreme pressure, and strive to be a beacon of comfort for our drivers, parents, and riders. The ideal candidate has experience in customer service, is a master of multitasking, and has excellent people skills. Proficiency in Excel, Word, Google Docs, and Zendesk is a plus. 

This position is part-time up to 20 hours per week, and will require weekend shifts. Hours fluctuate with seasonality of business.  You will work remotely but must be located in California or Wisconsin. 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
  • Light customer support tasks including triaging support contacts that come in over the weekend

Your Qualifications

  • Strong attention to detail, excellent follow up and unparalleled organizational skills.
  • Enthusiastic, optimistic and able to maintain a ‘can-do’ attitude.
  • Outgoing, energetic and personable.You build relationships easily.
  • Resourceful and creative. You go over, around and through obstacles to achieve success.
  • Willingness to contact anyone, by phone, email or in person.
  • Excellent written and verbal communication skills.
  • Experience with a CRM, data entry, spreadsheets, and data analysis a distinct positive.

What you will get

We offer competitive market compensation, 401(k), and an opportunity to work for a uniquely positioned, VC-backed company in a hugely attractive space.

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