CareDriver Support Manager

HopSkipDrive

3d•$75,000 - $85,000•Remote

About The Position

At HopSkipDrive, our goal is to create opportunity for all through mobility. We’re a technology company that solves complex transportation challenges where there is a heightened need for safety, equity, and care. Through our marketplace, we connect kids, older adults, or anyone needing extra support to highly-vetted caregivers on wheels. Through our software, we solve the biggest transportation challenges facing schools and school districts around the country. Founded by three moms as a solution to their own transportation challenges, we’ve now facilitated more than five million rides across over 17 states around the country. We continue to expand at a rapid pace, making the Inc. 5000 list four times, as well as the Deloitte 500 Fast-Growing Technology list. HopSkipDrive is a Series D company and has raised $100M in funding to date. Who We Are Our Safe Ride Support team takes pride in ensuring every ride is completed safely and smoothly, and that CareDrivers receive the information and support needed to be successful on our platform. As a CareDriver Support Manager you will be a critical player in delivering on our promise “Safety is Everything” and will help us achieve this goal in the following ways:

Requirements

Proven management experience with 3-5 years in a team lead or manager role
Excellent communication and interpersonal skills with a strong desire to collaborate with fellow leaders and cross-functional partners
Maintain safety as a constant north star and exude calm under pressure
A solutions-oriented leader who anticipates future needs, proactively utilizing AI to redesign and optimize current procedures for reduced manual effort and scale.
Highly organized with the ability to manage multiple priorities simultaneously
Intermediate Excel skills with the ability to use data for performance management and a desire desire to learn how to use data to influence decision making
Open to feedback and a desire to succeed in a fast-paced environment

Responsibilities

Lead a team of CareDriver Support Team Leads located offshore to ensure we achieve department SLAs, KPIs, CSAT, and eNPS goals
Conduct weekly 1:1s with your Team Leads, managing to metrics and providing clear and actionable feedback to help them develop in their roles
Track the quality assurance for all team members in your purview, and be a thought partner for our QA Manager to track and benchmark performance
Be a point of escalation for your team members and take over escalated interactions, as needed
Monitor volume across all queues, coach Team Leads on workforce management, and jump into to assist, as needed
Recognize and report high level trends in contact reasons and customer issues, using qualitative and quantitative data to make recommendations to SRS leadership
Partner with cross-functional teams to help move projects and initiatives forward that benefit or impact SRS
Identify operational improvements within your team’s workflows and partner with cross functional leaders on appropriate solutions
Maintain strict adherence to HopSkipDrive policies and processes