Metro Service Manager

HopSkipDrive

11h•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. This role will provide exceptional, proactive support for our clients throughout the operational lifecycle. This position bridges the gap between Implementation, Customer Success, and ongoing Operations to streamline service delivery and ensure a premium client experience. The Metro Service Manager will take ownership of ongoing client operations and issue resolution. This new role will work closely with cross-functional teams to proactively address client needs, improve service quality, and optimize ride experiences. We are looking for creative problem-solvers who, like us, believe that challenges require innovative approaches, unique perspectives, and new ways of thinking.

Requirements

5+ years of experience in Customer Success, Account Management, or Implementation roles, preferably in a high-pressure or start-up environment.
Willingness to travel (10%-20%) to strengthen client relationships and support service strategies.
Proven ability to manage client relationships, resolve issues swiftly, and deliver exceptional customer service.
Strong communication skills, both written and verbal, with the ability to present insights and solutions effectively in meetings and reports.
Expertise in analyzing data, identifying trends, and implementing actionable solutions to improve client outcomes.
Experience collaborating across teams to address root causes of recurring challenges and enhance service delivery.
Proficiency with CRM tools such as Salesforce or Kustomer, and advanced Excel skills are preferred.
A proactive, problem-solving mindset with the initiative to drive continuous improvement and innovation.
You are tech-forward and committed to operational excellence. You actively leverage AI tools (such as Gemini) to streamline workflows, summarize complex client issues, refine communication, and derive insights from data sets, and you are eager to apply this expertise to enhance client outcomes.

Responsibilities

Serve as the primary point of contact for assigned clients, ensuring needs are addressed and solutions delivered with urgency and professionalism.
Respond to and resolve complex client inquiries, leveraging internal resources and collaboration to provide swift resolutions.
Lead and manage the implementation of new business from contract signed through launch, ensuring a successful implementation process and maintaining communication with clients throughout the implementation.
Act as a trusted advisor by continuously learning about HopSkipDrive's evolving products and services to best support clients.
Gather and analyze feedback on ride experiences to identify improvement opportunities and implement service enhancements.
Collaborate with cross-functional teams to address systemic issues affecting client satisfaction and advocate for impactful changes.
Partner with Customer Support Specialists to resolve real-time ride and account issues while delivering weekly optimization reports.
Conduct virtual and in-person client meetings to strengthen relationships, align on goals, and ensure adoption of best practices.
Drive the strategic planning and execution of business reviews to align ongoing service strategies with client objectives.